PURPOSE OF ROLE:

Reporting to the Senior Team Manager, the Transfers Team Manager is a key role within the Transfers wider Leadership team. You will be responsible for providing inspirational leadership to a team which can consist of Team Leader/s, Transfer Specialist/s and Case Handlers. You must be confident in providing effective coaching, communication, feedback, development, recognition and ensuring adherence to HR policies where relevant.

In addition, you will be accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department ensuring all internal and external policies and industry regulatory requirements are adhered to. You will deputise for the Senior Operations Manager on an ad hoc basis and support Transfer related projects where relevant.

Our aim in Transfers is to be a highly efficient and successful operation, providing a first class service to our customers, and an industry leading Transfers experience. We are looking for a dynamic individual, who is able to provide strong and effective leadership whilst still working effectively as part of a wider team within Transfers and across ii.

Requirements

• Experienced people manager with ability to manage, develop and coach high performing teams and individuals within a regulated, fast paced operational environment.

• Maximise team efficiency through effective resource and skills management/planning, to build a multi-skilled function, ensuring competence is continuously assessed and built on.

• Help deliver a multi-channel service, supporting inbound and outbound contacts including telephone calls, emails and secure messaging

• As a member of the Operations Leadership team, build an empowered, motivated and passionate team, rewarding excellence and managing performance through a culture of ownership and continuous improvement.

• Lead and drive short, medium and long term strategic plans through identifying change and improvement initiatives to deliver sustained operational improvement

• Capability to respond with agility to organisational and regulatory change.

• Build and maintain relationships internally in ii and externally across key partners to drive the success of the business

• Maintain the first line of risk defence by identifying, logging and driving improvements to risks for your team

• Maintain the first line of compliance defence by ensuring team adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance, with particular reference to CASS regulation

• Responsible for ensuring all CASS related activities and processes are completed daily to safeguard customer assets.

• Deputise for the Senior Operations Manager where required

CORE CAPABILITIES:

• Proven experience of managing a team in a fast paced environment

• Experience and knowledge of working in an FCA regulated entity

• Proven ability to drive improved performance of a team through coaching/development/KPI measurement, in line with HR guidelines

• Strong communication skills (both verbal and written) both within your team and wider

• Ability to work on own initiative as well as working part of a wider team

• Customer & Quality focused

• Able to influence and negotiate across different levels of the business

• Ability to work through issues, identify root cause and implement changes to maximise business efficiency and enhance the customer experience

• Capable of working under pressure to deliver against exacting deadlines, and the ability to organize and prioritise work loads

• Be able to understand relevant data/MI and be able to manipulate data to extract relevant information from a variety of sources (including but not limited to excel/Power BI etc)

PERSONAL ATTRIBUTES:

STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME

• Clear communicator

• Strong team player

• Demonstrated passion and drive for delivering the best outcome

• Moving with speed – delivering faster and better

• Decisive and take ownership of outcomes

• Not afraid to challenge and be open to challenges

• Able to respond with agility to organisational and regulatory change.

• Problem solver