Purpose of Role
To achieve and exceed the branch business goals in relation to personal sector sales, customer service and internal and external regulatory, operational and credit control systems and procedures- To lead, coach and motivate the branch team to achieve its maximum potential-
To maximise sales by undertaking structured and meaningful customer appointments and CSRs- - Develop, implement and maintain an effective Branch Business Plan focussing on personal sector growth, service improvement and operational controls with regular reviews against progress and appropriate action taken where necessary-
- Generate a culture of continual improvement by performance coaching on sales, service and controls and by leading by example in terms of commitment, enthusiasm and drive-
- Use available MI and observation skills to coach and enhance individual and team performance-
- Make full use of Performance Excellence Framework to negotiate clear and stretching sales, service and controls objectives for all of your team and ensure a clear understanding of individual roles-
- Develop an effective communication system for your team to support Bank and branch objectives-
- Carry out structured sales interviews/Customer Service Reviews to maximise branch sales and service performance -
Skills and Experience
- Track record of successful sales and service performance-
- Strong verbal and written communication skills-
- Evidence of planning and organising skills with good time management-
- Excellent product knowledge-
- Thorough understanding of the Retail Bank's sales, service and risk control standards and procedures-
- Good understanding of, and evidence of experience with, Retail Management Information-
- Experience of the Performance Excellence Framework-
- Required to obtain the Certificate in Mortgage Advice and Practice (NI) (CeMap) or equivalent within 18 months of their appointment
- A good understanding of the Retail Bank's lending processes and support processes including experience of presenting and packaging lending proposals, including mortgages-
- Good empowerment and delegation skills-
- Ability to build and lead effective and motivated teams-
Applicants must also: - hold the Qualified Financial Adviser Diploma
- or be qualified through experience (i-e- be suitably "grandfathered")
- or be willing to register immediately to complete this qualification
Competencies Required
- Branch performance against sales, service and controls objectives including individual product sales run rates, CSI and CQI-
- Branch Balance Growth and Customer Retention-
- Budget control-
- Effective use of sales and service technology and support tools and processes including Concerns Management-
- Compliance with internal and external regulatory, operational and credit risk control systems and procedures-
- Evidence of a strong partnership approach between management and staff and effective use of Performance Excellence Framework to ensure maximum contribution from all staff with clear evidence of development and succession planning-
How will you do it? All Retail employees should demonstrate the UK Retail Helpful Banking Behaviours I Care I am Proactive I Simplify I am Professional This role will be assessed as an as a People Leader
Additional Information
Salary: Closing Date: HR Contact: Business Contact: Terms and Conditions:
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