Job Introduction
An exciting opportunity has arisen to join the evolving Branch, Customer and Digital ‘connect’ proposition. Working alongside the branch network the teams aims are to support our Private Banking and Corporate customers within our telephony channel as well as work with branches to fulfil certain administration tasks.
The Connect Teams Channel Manager will be the UK business lead for the Bank’s outward facing telephony service, Handelsbanken Customer Connect (HCC), with responsibility for both the current and future state technology development (“change the bank”) and governance (“run the bank”) aspects of this service, ensuring a customer centric, reliable and competitive proposition.
The role holder will also be responsible for researching, developing and implementing technology enhancements within the existing Digital and Branch Connect teams to maximise their capability and reach. Collaborating with key stakeholders across the bank you will be expected to align with the Banks wider transformational activities to ensure any core system enhancements are adopted within the Connect teams to help drive an enhanced Customer and User experience within the channel.
You will work closely with the Digital Team to integrate and orchestrate our omnichannel vision, helping to creating a seamless user experience and driving closer, personal relationships with customers across all interactions with the Bank.
Main Responsibility
The role holder will:
- Support with the delivery of the Connect teams target operating model, managing or having input into, a number of associated change roadmaps.
- Collaborate with the respective Branch, Customer/Digital Connect Managers to ensure our operational/service/infrastructural components are aligned.
- Identify current state requirements which depending on the Connect team should be based on either customer driven insights of Branch Survey feedback. Build an associated development back-log and drive positive technology change through a mix of bespoke channel enhancements or wider core system adoption.
- Collaborate with the Branch network, Product Owners (Payments, Lending, etc.) and Customer Experience to obtain alignment and consensus for roadmap features, functionalities and improvements relating to the end-to-end customer journey for product fulfilment.
- Partner with UK and Group IT development teams to deliver improvements to the channel(s), in alignment with the Bank’s strategy.
- Ensure robust governance and risk management of the telephony channel(s), in line with Bank policies, and maintained through the Product Database.
- Partner with internal control functions to ensure the telephony channel(s) meet all legal, risk and compliance requirements.
In addition you will:
- Form part of the Connect Teams Management group to inform and on occasions support with all aspects of our operations.
- Build on the existing Connect Team Management data to establish a clear view of key trends (Call volumes, Branch Time Savings, Nature of Call/Task.). Use this to inform stakeholders of emerging risks or opportunities and represent the teams within appropriate forums.
- Keep abreast of market trends, innovation and competitor propositions.
- Ensure external channel literature and internal instructions are accurate and are continually evolving to further drive improvements in customer experience.
The Ideal Candidate
- Customer centric with a strong focus on customer experience and outcomes.
- Contact Centre and Centralisation of Process experience/familiarity.
- Lead by example; be driven, have high levels of personal accountability, not being afraid to be hands-on and get into the detail.
- Able to manage multiple projects simultaneously, with competing priorities.
- Have strong written and verbal communication skills.
- Have strong people skills; approachable, empathetic and able to work with people to achieve progress.
- Experience of a project environment with exposure to agile methodologies preferable.
- Query handling and resolution.
- Good understanding of Financial Services.
- Strong knowledge/awareness of the telephony/digital tech market, keeping abreast of current trends and competitors’ telephony and centralised administrative propositions.
- Demonstrable commercial acumen.
- Understanding of development processes and business case development.
Compliance with the 6 Conduct Rules
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
- Act to deliver good outcomes for retail customers.
Package Description
Competitive + Benefits
About the Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.