Role & responsibilities Embark on a transformative journey as a Customer Care Leader, where you will play a pivotal role to lead and develop a highly engaged team, pioneering an omni channel experience to achieve consistently excellent customer outcomes. You will take ownership of your work, ensuring it aligns with the relevant rules & regulations, and codes of conduct.To thrive in this role, you will need some previous experience in:Extensive experience in Business Banking, KYC, and AML.Good years of experience in handling and leading teams from BPO/KPO background (Contact centre).Strong verbal and written communication skills including effective questioning and active listening.Ability to analyse issues and solutions. ResponsibilitiesCustomer service to create excellent customer satisfaction and positively influence NPS (Net Promoter Scores), act as an ambassador for externally and internally, creating connections and growth for customers.Identification and maintenance of active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.Day to day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long term sustainable revenue growth in your area.Market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.Cultivation of a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.Creation of an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues and Outcomes.Operational performance of allocated sites and surrounding touchpoints. Ensuring operational and risk frameworks are adhered to for all direct reports, including observations.Creation of a culture which enables focus on building deeper relationships with customers and contribute to the overall success.To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.Requires in-depth technical knowledge and experience in their assigned area of expertiseThorough understanding of the underlying principles and concepts within the area of expertiseThey lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L Listen and be authentic, E Energise and inspire, A Align across the enterprise, D Develop others.OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.Will have an impact on the work of related teams within the area.Partner with other functions and business areas.Takes responsibility for end results of a teams operational processing and activities.Escalate breaches of policies / procedure appropriately.Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.Advise and influence decision making within own area of expertise.Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.Make evaluative judgements based on the analysis of factual information, paying attention to detail.Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.Guide and persuade team members and communicate complex / sensitive information.Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

Role & responsibilities AccountabilitiesSupport with day-to-day Wholesale Lending initiatives including processing, reviewing, reporting, trading and issue resolution through lending technical expertise.Monitoring the banks lending operations to ensure that they are conducted in an efficient and effective manner and comply with relevant regulatory requirements.Collaboration with teams across the bank to align and integrate Wholesale Lending processes.Identification of areas for improvement and providing recommendations for change in Wholesale Lending processes.Development and implementation of Wholesale Lending procedures and controls to mitigate risks and maintain operational efficiency.Development of reports and presentations on Wholesale Lending performance and communicate findings to internal senior stakeholders.Identification of industry trends and developments to implement best practice in Wholesale Lending Services.Participation in projects and initiatives to improve Wholesale Lending efficiency and effectiveness. Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.Take ownership for managing risk and strengthening controls in relation to the work done.Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.Influence or convince stakeholders to achieve outcomes.