Financial Support Team Leader – 12-month secondment
Hiring Manager: Karen Davison
Salary banding: CR2
Location: On-site – Manchester Balloon Street
Working Hours: 35 hours:
Monday to Friday: Shift patterns between 8am to 6pm and rotational Saturdays 9am to 5pm (2 in 4)
Close Date: 01/11/2025
About the role:
Internal Secondment Opportunity. Are you a proven leader ready to take the next step in your career and drive exceptional customer outcomes within a critical area of the bank?
We're offering an exciting opportunity for an experienced or aspiring leader to join us on a Secondment as a Financial Support Team Leader for our Unsecured Arrears Team.
This role is vital to ensuring we support our customers in financial difficulty with empathy, adherence to our ethical policy, and full compliance with all regulatory standards. It’s a chance to apply your leadership expertise in a high-impact environment, directly contributing to both the bank’s stability and our customer’s financial health.
This role is perfect for internal colleagues who have experience in leading, coaching, or mentoring teams, or who have successfully led significant projects and are ready to manage a full team.
Key Accountabilities:
This is not just an operational role; it's about people leadership and culture. You will be responsible for:
- Leading a High-Performance Culture: Developing, coaching, and motivating colleagues to ensure they are aware of and capable of delivering their responsibilities, operating within a strong Culture and a Customer First ethos.
- Operational Excellence & Risk Management: Taking operational control of the Credit Risk strategy, managing team activities against scorecards, and ensuring all required people management and regulatory requirements (including FCA Conduct and CONC) are met.
- Customer-Centric Resolution: Overseeing the effective delivery of customer interactions, including complaint handling, ensuring a proportionate and effective delivery of Vulnerability and Enhanced Risk Management activity that ensures customer-facing activities are driving reduced customer detriment.
- Problem Solving & Continuous Improvement: Leading the rapid identification, analysis, and resolution of operational problems to minimise disruption and drive continuous service improvement.
- Operational Delivery: support the operational delivery of the Credit Risk strategy including management of monthly debt sale
- Flexible and agile: able to meet changing customer and business demands.
Knowledge, skills and experience required:
- Proven Leadership: A strong track record in developing colleagues, managing performance, and fostering a collaborative team environment.
- Regulatory & Risk Awareness: Knowledge of the FCA Consumer Credit Sourcebook (CONC) would be beneficial and an ability to embed a culture of proportionate risk management.
- Operational Management: Excellent organisational skills with the capacity to plan, organise, and monitor team activities to achieve targets and standards.
- Effective Communication: Outstanding stakeholder management and communication skills, with the ability to articulate complex issues and influence outcomes with colleagues and senior leaders.
If you are ready for a challenging and rewarding step up, where your leadership will directly impact both our colleagues and our customers, we encourage you to apply.
What You Can Expect from Us:
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘My Reward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
We may close this role early if sufficient applications are received before the application deadline.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.