Associate Director - Client Welcome Team

JOB TITLE: Associate Director - Client Welcome Team

SALARY: From £65,000+ (dependent on experience)

LOCATION: 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

The Commercial Welcome Team (CWT) resides in our operational hub of the Commercial Bank, playing a pivotal role in enabling and delivering our vision of becoming the best bank for commercial clients, both now and in the future. This is underpinned by a commitment to maintaining a high-performance culture and driving efficiency.
 

The Team helps new and existing SME clients with their banking needs. We facilitate the opening of around 10,000 new bank accounts every year, while protecting our clients and the bank from money laundering and financial crime.
 

This is an exciting opportunity for an experienced senior leader to join our team. Reporting to the Director for CSD, you’ll play a key role in delivering a client-facing operation within a regulated environment. You’ll lead and support a high-performing team, manage risks and controls, and help shape the future of the Commercial Welcome Team.
 

We’ll encourage you to demonstrate or be able to develop a commercial understanding of the Commercial Welcome Team, using your knowledge and experience to develop a motivated team to deliver a first class service. We’ll also require you to operate with complex processes and lead the efficient and effective production of high-quality output and analysis, that anticipated and meets the needs of our customers both internal and external.
 

Key Accountabilities:

• Provide leadership and oversight across teams who are delivering the daily customer facing operations in order to assure that the business meets its regulatory obligations and customer needs

• Take a pro-active approach to process control and has a complete understanding of the risk management and policy framework for CWT and LBG

• Agree business volumes expectations with senior managers and plan resource, accordingly, recruiting appropriate staff as required, and devise contingency plans in the event that volumes are higher than anticipated

• Provide insightful information, guidance and advice to influence business decisions or resolve queries, issues, or problems

• Establish and build relationships with partners and clients

• Identify process enhancements to meet operational efficiency, making recommendations and following them through to implementation

• Support or assume responsibility for agreed change projects, coordinating plans and resources to achieve agreed deliverables and continuous improvement within the required time, cost and quality parameters

• Lead a hard-working team developing colleagues through stretching performance objectives, feedback and coaching. Provide direct feedback to Team Managers to ensure that colleagues are given access to appropriate development and training

• Oversee the Continual Professional Development of the team to ensure they remain proficient and motivated to deliver great client experiences and realise career aspirations

• Provide cover and deputise for the Director of CSD when required

What You'll Need

• Operational Leadership – Experience leading teams in an operational and/or call centre environment, motivating colleagues to deliver high performance.

• Regulatory & Risk Knowledge – Strong understanding of working within a regulated environment and applying internal control frameworks.

• Change Integration – Proven ability to successfully integrate projects and change initiatives into business operations.

• Commercial Awareness – Ability to assess and manage issues that impact customers, colleagues, and shareholders, applying sound commercial judgement.

• Quality & Accuracy – Track record of delivering high-quality outputs and solutions.

• AML/KYC Awareness – Knowledge of anti-money laundering and know-your-business/know-your-customer requirements (highly desirable).

About Working For Us

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop. 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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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

If you’re ready to lead a team that helps thousands of clients start their journey with us, while protecting the bank and driving operational excellence — we’d love to hear from you. 🚀