Our client is a fully independent & well capitalized Challenger bank who offer an alternative ethos centred around positive social impact lending. Due to continued growth, they have a brand-new role for an experienced People Manager to lead a team of Relationship Support Officers
The team will be delivering a highly skilled service to the Relationship Management customer base within their assigned portfolios, working for minimum 2, maximum 3 Relationship Managers depending on portfolio size. You will support the development of the RSOs to the required level of competency in credit skills, customer needs identification, basic business development skills, social impact assessment, efficient transaction / deal completion support etc. The role will also include the need to oversee the transition of complex query resolution following the roll out of self-serving capability via the digital banking platform
As the Team Leader - Commercial Banking Relationship Support you will manage the RSO team to deliver its productivity objectives whilst facilitating the capability development of the team as it adopts a new, higher benchmark in both credit skills and customer need assessment
As the Team Leader - Commercial Banking Relationship Support your responsibilities and duties will include:
- Actively support the credit skills development of the RSO team as they transition to the higher capability standard.
- This will include:
o High quality Credit Stewardship skills, providing RMs with insightful analysis and triaged recommendations to support the faster identification and address of negative trends / red flags in customer's MI and financials.
o Coach RSOs on appropriate customer needs conversations to ensure Consumer Duty obligations are met.
o Ensuring high quality conversations with customers result in the identification of other needs including those where these is overlap with transactional banking and liability products offering.
o Output and data led based management of all relevant sales and loan fulfilment processes to support faster conversion times.
- You will also enhance and continually improve the suite of productivity metrics aligned to the RSO team.
- Continually improve the standards of training to provide effective and efficient support to Relationship Managers (RMs) and customers.
- Be accountable for ensuring the AML/KYC requirements associated with RM managed customers are met in line with new Financial Crime prevention standards.
- Oversee the transition of all simple servicing to the Contact Centre, along with targeted migration of complex servicing to Connect (where it makes sense to do so) ahead of the launch of the Digital self service offering.
- Finalise the migration of remaining complex servicing to the Contact Centre once Digital servicing is fully operational.
In order to do this the successful applicant will need to understand and assimilate into their approach the following:
- The range of products and services, how they work, and for which customers they might be suitable.
- How RMs need the RSOs to help them in managing credit exposures within each portfolio, including ensuring the timely identification and mitigation of key risks.
- How to analyse and interpret customer's financial information and prepare, where required, lending proposals for submission to Credit Underwriting.
- How RMs need support from their RSOs in developing quality new to bank business, both lending and non-lending, that aligns with the bank's values.
- How to coach RSOs to recommend opportunities to develop business and improve customer satisfaction as new products and services emerge in line with business strategy.
- Demonstration of good judgement in managing the migration of account servicing activities into the Contact Centre at an appropriate pace
About You
Essential Skills and Competencies of the Team Leader - Commercial Banking Relationship Supportrole:
Knowledge requirements
- Trainer level experience on how to carry out credit assessments (E)
- Hands on business development experience (beyond intermediary introductions (D)
- Operational knowledge of bank processes and key regulatory/legal issues (D)
- Banking technology, payment systems and processes, telephony etc (D)
Key skills / experiences
- RM and / or underwriting experience (E)
- Line management experience including productivity increase and coaching (E)
- Understanding and interpretation of financial information (E)
- Customer centric and deliver high quality customer service (E)
- Experience of working with Commercial/Corporate customers (E)
- Experience creating and delivering exec level communications (D)
About the Company
Our client is a social economy lender who work with organisations that aim to have a positive impact on society through economic, social and community change. They are a fast growing, fully independent bank with great scope for progression within the business.