SME Government Backed Lending Operations Team Leader

Location Manchester
Discipline: Internal
Job type: ZZZ-Do Not Use Cover Required
Contact name: Gill Jones

Contact email: careers@co-operativebank.co.uk
Job ref: 006523
Published: 25 days ago

Role: SME Government Backed Lending Operations Team Leader

Location: Home Based

Contract: Permanent

Hours: Full-Time - 35 hours (Mon-Fri 9am-5pm)

Grade: CR2

 

Job purpose:

To lead a team of dedicated SME Lending specialists to deal with individual customer contacts, amendment requests and enquiries relating to all Government Backed Lending Schemes (BBLS and CBILS) in an effective manner to the satisfaction of the customer and in line with all procedures and standards.  

 

Oversee and manage simple (and more complex) Pay As You Grow Applications for BBLS customers accurately and provide ad hoc support to SME Business Support Team with customers who are in financial difficulty.

 

Key accountabilities:

  • Lead and provide effective oversight of a team of dedicated lending specialists ensuring that effective work flow and quality is maintained at all times.
  • Coach and support immediate line reports to ensure that they have the skills and knowledge to support our customers.  Follow the relevant performance management processes as required to tackle under performance.
  • Receive, understand and assess customer requests and provide service/solutions which meet identified customer needs. Apply specialist knowledge, skills and appropriate behaviours effectively to achieve a successful outcome while maintaining the maximum possible level of customer satisfaction.
  • Process simple and complex customer requests and queries specifically relating to their BBLS and/or CBILS loans.
  • Manage and resolve simple and complex customer queries relating to all Government Backed Lending. 
  • Provide support to colleagues who are dealing with complex queries or complaints.
  • Complete monthly quality checking providing feedback where appropriate and ensure any remediation activity is completed to a high standard at all times.
  • Accurately process simple and complex Pay As You Grow requests for customers including calculation of loan arrears capitalisation as forbearance treatments that have been agreed by the SME Business Support Team.
  • Maintain accurate records for the Bank by ensuring British Business Bank portal is kept up to date in respect of full, partial settlements and arrears for all Government Backed Lending Schemes.
  • Develop and maintain, where appropriate, personal contact with allocated customers, ensuring customer requirements are fully met
  • Ensure customer records are updated in a timely, accurate and effective manner to maintain and enhance data integrity and provide a basis for accurate assessments of performance.
  • Adhere to all relevant procedures, quality standards, service levels maximising performance against customer related and any other relevant targets and standards
  • Develop and maintain all required skills, including a good working experience of relevant software tools and systems, to facilitate the efficient delivery of work activities
  • Support the work of colleagues in other teams as required to improve capability and operate efficiently, maximising performance
  • Contribute effectively to delivering to customer needs through performance and activities to continuous improve the business
  • Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business
  • To fully understand and work in accordance with the Bank’s cultural transformation and our Risk Management Framework, Risk Appetite and ethical policy.

 

Knowledge, skills and experience required:

 

  • Excellent customer service skills
  • Experience in managing work flow volumes on a daily, weekly and monthly basis
  • Experience in managing a team
  • Able to follow complex processes and complete accurate calculations for customers
  • Reliable and ethical, respecting customers’ confidentiality
  • Able to plan and organise resources and activities effectively. Multi task and prioritise
  • Good verbal and written skills
  • Interpersonal skills to foster effective relationships internally or externally
  • Experience of working to an SLA
  • Knows the boundaries of the job and how to escalate to more senior levels
  • Good understanding of quality standards required for the job in hand
  • Good working knowledge of SME Banking and Government Backed Lending schemes

 

What you can expect from us:

  • 27 days holiday at start, rising to 30 days
  • Competitive pension / income protection / life assurance
  • 2 paid days for volunteering per year
  • Positive working environment in contemporary offices
  • Strong career path within Financial Services
  • Family friendly policies and supportive working environment
  • Recognition scheme and a culture in which we celebrate success
  • Active network groups, ran by colleagues for colleagues

 

This role will not be around for long, so we would advise to get your application to us as soon as possible by applying today.

 

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.

 

Should you require any reasonable adjustments throughout the recruitment process, please let our careers team know.