Personal Banking Team Lead

12 month Fixted Term Contract

To provide support to the Personal Banking Manager and first point of escalation for complex queries and client complaints from Personal Banking Officers. Ensure delivery of exceptional service to Personal Banking clients, taking responsibility for approval of any instructions via the Personal Banking service channels (phone, e-mail and face to face).Lead, support, manage and drive engagement with Personal Bankers, ensuring focus on continuous improvement and client centricity at all times.

Qualifications:

5 GCSEs with minimum grade C in both Maths and English Language

Experience:

5-7 years in Personal and Business Banking

Outputs:

• 
  Provide value through delivering an exceptional level of service to International Personal Banking clients through a variety of channels –phone, E-mail and face to face, undertaking pro-active client service reviews to deepen relationships and attain VOC feedback on the service received to feed into relevant forums to drive service enhancement initiatives.
• Attain all Client Services MI data as required to populate the monthly (and regular) reports to support business and individual performance analysis, using real time data and MI to make changes to resource planning to ensure effective volume management and individual MI to provide appropriate feedback to peers and management to reward good performance and to help manage under-performance.
• Support the Personal Banking Manager to develop a highly motivated and engaged team as evidenced by EES results; provide side by side coaching and call monitoring with junior peers (Level 7). Act as deputy for the Personal Banking Manager (Telephony), providing support and covering all clerical Manager duties in their absence or as required on an ad-hoc basis, ensuring workflow for all client service channels is managed and allocated appropriately.
• Promote the “uncompromising service” ethos and culture, providing coaching and support to colleagues to bring this to life and lift operational performance. Drive a “right first-time culture”, ensuring team have a clear line of sight to end client and acts as the first point of escalation for junior peers (level 7) taking ownership for handling the client and resolving complex queries and client complaints / incidents within the Client Services team.
• Build and strengthen relationships with IPB customers by intimately understanding the customer and servicing the customer needs appropriately. Undertake pro-active client service reviews to deepen relationships and attain VOC feedback on the service received to feed into relevant forums to drive service enhancement initiatives.