Job Introduction
Main Responsibilities
- Support the monitoring and delivery of the Bank’s Digital Meeting Places, ensuring that success metrics are tracked and reviewed post implementation.
- Work alongside the Digital Product Owners and UK/ Group IT development teams to deliver improvements to the online and mobile banking channels, ensuring a successful launch to customers through robust communication plans and business verification where required.
- Take ownership of BAU tasks within the team (including but not limited to monitoring API performance and producing regulatory reports).
- Understand, negotiate, and effectively manage the needs and expectations of multiple stakeholders to achieve desirable outcomes for the Bank’s Digital Meeting Places.
- Assist with governance and risk management of the online and mobile banking channels where required, in line with the Bank’s risk framework.
- Take initiative and produce timely results in fast paced and sometimes ambiguous environments.
- Serve as the data SME within the team - assist in establishing a clear view of online and mobile banking activity (log-ons, active users, Adobe Analytics etc.), extracting meaningful data and insights to inform future developments.
- Ensure issues and queries relating to the Digital Meeting Places are responded to in a timely manner and communicated appropriately across the business where necessary.
- Update and publish content on the Digital Meeting Places using TRON, the Bank’s content management system.
- Support and lead in initiatives to increase digital knowledge and awareness across the branch network.
- Ensure external literature, videos and internal instructions are accurate and are continually evolving to further drive improvements in customer experience.
- Review customer complaints relating to online banking, monitor trends, and advise on remedial actions, where necessary.
- Keep abreast of market trends, innovation and competitor propositions.
Ideal Candidate
Research (by Harvard University) shows that women are particularly likely to second guess themselves and not apply - so if you are worried you don't meet all the criteria, get in touch anyhow and let us do the worrying…
- Strong knowledge of Financial Services.
- Have strong written and verbal communication skills.
- Have strong analytical skills.
- Strong knowledge of Microsoft office tools, especially Excel.
- Have strong people skills; approachable, empathetic and able to work with people to achieve progress.
- Customer centric with a strong focus on customer experience and outcomes.
- 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 stakeholders simultaneously, with competing priorities.
- Query handling and resolution.
- Knowledge/awareness of the fintech ecosystem, keeping abreast of market trends and competitors’ digital propositions.
- Demonstrable sound commercial acumen.
Company Information
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.
Check our Handelsbanken website for further information
At Handelsbanken, we deeply value our unique culture and values including trust in and respect for each individual. We take pride in nurturing a work environment where people flourish, and where they are empowered to take decisions in their areas of expertise. We take a long term perspective in everything we do and want each employee who joins us to build a long terms successful career with the Bank.
What is in it for you?
- We have a wide range of learning and development available, empowering and enabling our colleagues to take ownership of their own development.
- Competitive Salary and an extensive range of benefits is provided, including private medical insurance, income protection and life assurance
- A market-leading pension contribution of 15% paid by the bank, which can be invested in a wide range of funds (including ESG and Shariah funds)
Application next steps
Your journey with us begins once you have submitted your application. One of our Handelsbanken recruiters will be reviewing your details and will later organise a phone conversation if you match the role requirements. If there is a mutual fit, we will extend an invitation for you to participate in an interview.
How can we support you to be your best self? Our Talent Acquisition team will be happy to provide support e.g. if you need additional time to prepare for an interview or you have any requirements for any part of the interview/hiring process – just let us know by email uk_talent@careers.handelsbanken.co.uk.
This advert will be live for a minimum of two weeks. However, please note that after the two weeks, the closing date could change at any time depending on the number of responses received.
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