Senior Manager - Banking Servicing

JOB TITLE: Senior Manager, Banking Servicing

SALARY: From £76,000 (dependent on experience)

LOCATIONS: Edinburgh / Birmingham

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About This Opportunity

Banking Servicing forms a key part of Banking Operations. The team works closely with partners across Commercial Banking providing key day-to-day banking services to customers in Business and Commercial Banking (BCB) and Corporate and Institutional Banking (CIB).

As the Senior Manager for the Banking Servicing team you'll lead a team of over 100 banking specialists that set-up and maintain banking products and services. We’re seeking to recruit a passionate, committed, and knowledgeable individual to lead this team and work closely with our partners.

You’ll have extensive leadership and operations experience, advanced partnering capabilities and comprehensive knowledge of continuous improvement methodologies.

Your remit will be:

• Day-to-day management of operational performance, ensuring service levels are maintained and improved.

• Line management and coaching of a large team of banking specialists.

• Shaping and clearly communicating the team purpose

• Building a resilient team, working in new agile ways to improve service for customers.

• Collaborating closely with other teams across BCB/CIB

• Owning the end-to-end client experience for product fulfilment & maintenance, with accountability for continuous improvement, transformation initiatives and issue resolution.

• Working closely with Product and Platform colleagues to digitise our business, automate processes and introduce new data tools and analytics.

What You’ll Need

• Ability to lead, motivate and inspire a team to deliver a high quality client service through effective measurement, management, decision-making, coaching and development

• Proven ability to translate complex business requirements into a clear operating model and medium term plan ensuring their effective delivery.

• Consistent track record of delivery in a complex, multi-dimensional, client facing and fast moving Commercial Banking environment.

• Deep understanding of operational metrics and how to positively influence them.

• Knowledge and practicable experience of performance management, budgeting, workforce planning.

• Experience of continuous improvement methodologies such as Systems Thinking, Lean and Six Sigma workflow management tools

• In depth knowledge of policy, procedures and guidelines, quality standards and all global regulatory and statutory requirements.

• Comprehensive understanding of risk frameworks and ability to use that understanding in practice.

• Capability to build and maintain strong working relationships internally across the Group and externally with other industry participants, trade bodies and suppliers, using these relationships to build influence.

• Ability to communicate effectively at all levels and across different audiences.

• Personal resilience and persistence, ensuring that high quality results are consistently delivered

About Working For Us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We’re committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We’re proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know!

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose