The Branch Manager will shape and deliver the savings strategy, identifying opportunities to improve operational, products, processes, customer journeys, communications and technology.

• Duties will include:Build a strong performance culture through clear objectives, regular coaching, effective one-to-ones, training plans and accountability for service, quality, productivity and member outcomes.
• Use MI to monitor service levels, work volumes, errors, complaints, retention, digital adoption and customer feedback, using insight to improve performance, capacity planning, and customer outcomes.
• Build and deliver digital growth by encouraging appropriate customer use of online savings services, identifying barriers to adoption, and working with colleagues to improve guidance, processes and customer confidence.
• Work with Compliance and Marketing to ensure customer-facing documents, website content and operational communications are accurate, clear, fair, not misleading and aligned to approved processes.

• The successful individual will possess:Previous experience within retail financial services – ideally within either savings, branch operations or customer operations.
• Previous leadership experience
• Experience of delivering service improvements, operational change or digital adoption initiatives that improve efficiency, customer experience and scalability.