Customer Service & Operations Unit Leader B8, AVP

• If you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activities
• We ll look to you to lead by example by making customer calls to identify and understand customer needs and help them by delivering solutions that are fit for purpose
• You ll be recognised for delivering a first class outbound and inbound telephony and digital service to our prospective customers and existing customers
• Were offering this role at associate vice president level

What youll do

As a Customer Service & Operations Unit Leader, you ll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered during customer calls. You ll lead and manage the team to deliver against new business targets including sales appointments booked, telephony sales made and new business income, while encouraging them to work together to build trust and long term sustainable value for our customers and colleagues.

Your other responsibilities will include:

• Developing the capability of your team through observations, feedback and coaching
• Establishing effective working relationships with key stakeholders within the business and the broader bank to plan and deliver targeted telemarketing campaigns
• Developing and maintaining a forward looking telemarketing campaign planner
• Analysing the results of the team to make sure that data quality utilised for telemarketing campaigns is optimised
• Providing effective planning and management of your team s workload

The skills youll need

We re looking for someone with strong people management, leadership and coaching skills with the ability to deliver through people. You ll have experience of managing telephony teams to generate and close sales leads, achieve stretching targets and deliver sales through service, preferably in a business-to-business environment.

You ll also need:

• Minimum 3 years experience in people management and at least 2 years experience in CDD / AML / Financial Crime
• Preferably (not mandatory) ICA or CAAMS certified
• Experience of planning and delivering targeted telemarketing campaigns
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions
• An excellent customer focus and the proven ability to exceed customer expectations
• Strong interpersonal and communication skills
• The ability to develop effective working relationships with colleagues and stakeholders
• Good time management, planning and organisational skills