Based in the branch network you will lever the strength of the RBS Brand and loyal customer base of 13 million people- At RBS, the vision for UK Retail is to become Britain's most helpful and sustainable bank- Our people are key in helping us achieve this, which is why we place a high priority in recruiting the very best people with the right skills, experience and behaviours- You'll ensure your customers receive the best possible customer service whilst generating revenue for the bank-
Job Description
To lead, manage and coach your team to achieve and exceed branch objectives across a variety of areas, whilst proactively taking steps to make your branch the most helpful financial services provider in your area-
Undertake effective planning and rostering to meet customer expectations, anticipating changes in demand- By providing leadership, direction, motivation, coaching and support to team members you will maximise business performance and ensure that relationships with our customers are strengthened-
Requirements
At Performance Reviews, a Branch Manager will be accountable for meeting targets in the following areas: - Service
- Income
- Risk
- People
- Implementing change effectively-
- Adherence to regulatory requirements, e-g- Mortgage Conduct of Business (MCOB), Insurance Conduct of Business (ICOB)-
- Achieving the above by displaying the right attitude, behaviours and actions that are consistent with our Values-
- FLP / MLP must be completed prior to application, for external candidates this will form part of the selection process
Responsibilities
- Provide excellent service to customers through our service processes (e-g- concerns handling, telephony process and service dialogue) and implementing clear Service Improvement Plans-
- Ensure your branch looks first-rate and the current brochures and campaign materials are displayed-
- Make certain the key processes are followed to book diaries in advance ensuring maximum appointment levels-
- Develop, implement and maintain a business plan for your branch (including linked branches) - focus it on achieving customer acquisition, retention, cross sales and embedding our core sales and service processes-
- Understand what you and your team need to do to implement our strategy or change initiatives and communicate this to your team-
- Observe, coach and provide feedback to your team - ensure they are proactively filling diaries with quality appointments so that they can deliver objectives and maximise cross sales-
- Manage risk by ensuring the Bank's key regulatory, operational, credit and control processes are followed consistently by your team-
- Ensure adherence to budgets allocated, e-g- stationery costs etc-
- Undertake effective resource management to ensure budget achievement, optimising resource to customer need-
- Develop and maintain a robust succession plan for your branch to ensure key sellers are in place-
- Where an individual's performance consistently falls short of expectations, follow the 'Reaching Performance' process and ensure under-performance is dealt with efficiently and effectively- Are they doing the right things, in the right way?
- Live the Retail Bank values: Interdependence, Investment in People, Individual Responsibility and Customer
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