Head of Relationship Management

Location Manchester
Discipline: Internal
Job type: Permanent
Contact name: Charlotte Housley

Contact email: careers@co-operativebank.co.uk
Job ref: 026482
Published: 9 days ago

Head of Relationship Management

Band B – salary between £67,900 - £84,900



We are looking for a Head of Relationship Management who, within defined regulatory requirements, will manage a geographically widespread team of relationship managers, with focus on coaching and support of new to role colleagues along with performance against targets and pipeline monitoring. The successful candidate will deliver performance across the balanced scorecard in line with business plans and strategic direction, and ensure that our customers receive great service through Training and Competence assessments of customer interactions. You will promote the bank and the services it has available to our SME businesses, maintain a network of contacts in the external market, produce new business opportunities and build brand presence whilst achieving strategic goals of supporting local communities. You will ensure appropriate risk management practices are in place, covering Credit, Conduct and Operational risks, whilst acting as a subject matter expert for relationship banking.


Key Accountabilities:




  • To deliver an improved customer service proposition, and to re-balance the customer base via optimised delivery channels.
  • Leading Customer Service throughout the team of relationship managers (Direct reports of between 7-10)
  • c. 1600, typically have a turnover above £2m  and a borrowing requirement of less than £15m
  • Pricing discretion within  Pricing Policy, Lending discretion within agreed parameters


Control  (Risks, Financials and Processes)


  • Understand the Bank’s risk management framework, how it applies to your role and ensure you follow the appropriate policy and procedures and that risks are managed and controlled (Mandatory accountability)  
  • Responsible for the identification and management of risks and controls in line with risk appetite and policy and for providing, as required, periodic certifications to this effect  
  • Produce accurate and timely management information (weekly and monthly) which evidence performance and the identification and monitoring of risks and controls  



  • Produce strategy and business plans for the Relationship Management channel that are in line with the Bank’s risk appetite and manage boundaries in line with strategic plan. 
  • Reduce costs and support digital /direct migration 



  • Translate strategy and business plans for team members and define objectives for the management team that ensure delivery of these (customer service, balance sheet management, profitability, liquidity, capital management, risk, colleague development and engagement etc.) over the short and medium term
  • Lead, coach and develop a team of specialists to execute strategies.
  • Monitor and manage against objectives and to ensure the Bank’s strategy is delivered
  • Work with the various sector bodies and groups to build presence, gain insight and therein progress strategies as required


Knowledge, Skills and Experience Required:

  • Expert knowledge of the regulatory requirements and rules that govern the business activities that you are responsible, accountable or work within.

  • Deep knowledge of programme & project management techniques 

  • Working knowledge of latest market research techniques

  • Extensive knowledge of industry developments

  • Excellent people management skills.

  • Good understanding of risk management with ability to support team with their credit skills. 

  • Good understanding of components of financial performance in a banking context – balance sheet, income, costs, liquidity, capital etc. 

  • Experience of developing and delivering strategy and associated business plans.    

  • Commercial knowledge is essential with experience of customer relationship management and business development.

  • Good understanding of how strategy is developed and translated into business plans. 

  • Good understanding of the sector and associated political environment and legislative issues.

  • Deep product knowledge including associated processes and procedures, regulatory issues and constraints.

  • Ability to communicate at senior level in a style appropriate to the audience, and to work with a diverse range of people and cultures.


What You Can Expect From Us:


  • Flexible and home working options
  • 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
  • Competitive pension with up to 10% employer contributio
  • 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
  • ‘MyReward’ 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.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.


If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk