Customer Service & Operations Unit Leader, Director

Join us as a Customer Service & Operations Unit Leader

• If you have strong team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders
• In this high profile role, we'll look to you to create a culture of continuous improvement and operational change, through great people leadership, coaching, engagement and development of skills
• This is an opportunity to be at the forefront of protecting our customers and the bank as you provide operational leadership of teams, across multiple or hybrid locations
• We're offering this job at director level

What you'll do

As a Customer Service & Operations Unit Leader, you’ll lead your unit to protect our customers and enhance their experience by identifying trends and addressing areas of improvement. You’ll maximise efficiency by collaborating with support functions and continuing to make sure your unit is engaged and consistently developing professionally.

You’ll be specialising in anti-money laundering (AML) to manage related operational escalations, disputes and risks, and lead process re-engineering and automation initiatives. We’ll also look to you to approve and maintain process documents to help define performance indicators, the measurement and reporting of MI and to enable the right decision making.

Additionally, you’ll be:

• Supporting the delivery of the end to end customer journey within your unit
• Developing, coaching and empowering clear, capable and motivated teams
• Developing and executing a plan for effective training and accreditation, and understanding and driving the performance of your unit
• Driving and measuring function and colleague performance to recognise success and identify and address development areas
• Using data insights to drive change activity, and leading and participating in local and global projects
• Building a culture of continuous improvement, leading by example to deliver innovative and cost-effective solutions to enhance our performance and customer experience
• Enhancing the risk culture in your unit with a focus on proactive, end-to-end risk

The skills you'll need

You’ll need to have knowledge and experience of working in an AML environment, with knowledge of financial services. Strong people management skills are a must, along with the ability to drive, coach and motivate others to succeed.

We’ll also look for you to have:

• Operations experience in a leadership role, with a good understanding of servant leadership
• An understanding of the industry and our customers
• Experience of agile methodologies and new ways of working
• Knowledge of AML and financial products, processes and banking systems
• An understanding of people processes and policies