Job Description

This key front line management role focuses on engagement and achieving high levels of performance in a multi-client/multi-portfolio environment. 70% of the role is spent gathering and giving feedback to the team to continuously improve and encourage their performance (in line with the competency matrix, role accountabilities and fair outcomes for customers). In a regulated environment, subject matter knowledge is also important as is commercial awareness, understanding our contractual obligations and the ability to redesign processes and seek to continuously improve personal and team performance.

Key accountabilities of the position include, but are not limited to:

• Feedback, management, and coaching performance
• Encourage, support, and develop your team to meet and exceed targets
• Coach and improve poor performance and behaviors
• Ensure customer and internal feedback is acted upon through both formal and informal coaching
• Respond to customer needs and take responsibility for resolving customer concerns
• Champion continuous improvement opportunities

Benefits

• Competitive Salary
• Training & Development, regular coaching from your Manager
• Pension Contribution (plus salary sacrifice option)
• Private Medical Insurance
• Discretionary bonus scheme
• Generous holiday entitlement plus buy more through Target Flex
• Life Assurance
• A flexible benefits scheme (e.g. childcare vouchers, Dental cover)
• Performance Reviews and support with development needs
• A modern office and supportive culture
• A fun Sports and Social program (free membership)
• An active Charity and CSR program

Required Knowledge, Skills, and Abilities

Good understanding of FCA & FOS regulations and experience of working within the regulated sector. Recent experience leading, inspiring & engaging teams Coaching and performance management skills. Experience of giving effective feedback and handling difficult conversations. Talent Management / Team Development experience. Industry qualifications such as CeMap, IOC Levels 1-3. Experience working with GAP Analysis and other performance improvement tools.