Middle Office Team Leader

at  Shawbrook Bank

SKILLS & EXPERIENCE

• Experience of people management preferred.
• Knowledge of Structured Lending products including Wholesale Finance , Block Discounting and Marine would be beneficial.
• Proven ability to foster a culture of continuous improvement within an organisation.
• Excellent written and verbal communication skills
• An initiative-taker with a can-do attitude and a proven history of meeting deadlines
• Excellent decision-making skills.
• Highly motivated and driven by process improvement.
• Computer literate (good knowledge in MS Office suite – Excel, Sharepoint)

PURPOSE & SCOPE OF ROLE

To effectively lead and develop the SME Middle Office team ensuring all customer interactions from onboarding new customers through to in-life servicing are processed in line with procedures and quality standards and within agreed timescales. Implement and embed robust and effective controls for processes and be responsible for driving continuous improvement within the team.

KEY ROLE RESPONSIBILITIES

• Monitoring individual performance and team management on a regular basis addressing any development areas or skills gaps as required through coaching, training and performance management tools whilst ensuring the training and competence framework is adhered to and fully auditable.
• Responsible for the documentation and maintenance of all procedures, controls and checks within the team ensuring that these are executed effectively and attested. Where failure occurs remediate and report as required with appropriate actions.
• Comply with all Shawbrook and external regulatory policies and procedures, and take reasonable steps to ensure staff do likewise (including GDPR and CCA Regulations).
• Monthly completion of balanced business scorecards and attestations to confirm correct controls are in place and being adhered to. If any issues found use RCA to ensure controls are effective or need updated.
• Complete monthly quality and control checks including the key manual risk processes within the team.
• Effectively manage incidents and issues through to successful resolution.
• Ensure that customer centricity is at the heart of all decision making, embedding consumer duty principles into the culture and bring to life for colleagues into their daily tasks and roles.
• Adhere to all HR processes and procedures.
• Ownership of change and embed effectively within team.
• Review current procedures with team members and drive a culture of process improvement and making efficiencies through reducing internal handoff or duplicated processes and engaging with suitable technology opportunities.
• Always act as a role model of the Shawbrook values and lead the way in encouraging others to do the same.
• Compile management information, analysing the data to identify trends and initiate corrective steps to improve team performance and service levels.
• Drive a culture of continuous improvement to deliver market leading customer and colleague satisfaction (Peakon)