Head of Retail

We're looking for an outstanding individual to develop and maintain proactive member engagement, lead our retail team's performance, whilst enhancing our customers' experience. The Head of Retail will be responsible for developing our strategy to enable us to achieve strong product retention, increased retail savings balances and positive customer effort scores.

In this role you will use your skills, knowledge and experience of retail banking to:

• Work internally to develop and apply our retail savings strategy, increasing awareness and engagement within our local communities.


• Translate strategic plans and objectives into retail operational plans, ensuring the required outcomes are achieved.


• Embed a performance culture and framework; review processes to achieve service levels and improvements against set targets.


• Drive a culture of change and challenge to processes and systems, driving efficiency in enhancing the customer journey.


• Oversee effective training and competence within the Retail team to ensure the delivery of good customer outcomes.


• Ensure effective resource management to facilitate Society's growth plans and day to day achievement of KPI's.


• Oversee the onboarding and administration of retail savings accounts through Branches and the Society's Mobile App.


• Maintain oversight of third-party relationships in relation to customer products and services.


• Engage and participate as a member of the Society's Senior Leadership Group (SLG) to ensure a cohesive working environment is maintained.


• Attend the Sales & Performance Committee.


• Maintain strong knowledge of industry best practices and the competitive landscape, proactively sharing strategic insights with the Director of Customer Service.


• Ensure all customer interactions are managed efficiently and professionally within agreed SLAs and a right first-time approach. Ensure appropriate handling of customer complaints and escalated customer queries.


• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.


• Ensure own visibility across the Branch network to ensure connectivity within the team.


• Ensure departmental procedures and controls remain up to date in alignment with Society risk management framework to ensure department operates efficiently, compliantly and professionally in a well-controlled manner.


• Ensure branch and digital audit processes and reports/checklists, ensuring all outstanding items are cleared in line with required timescales.


• Ensure compliance with HMRC rules and regulations in respect of ISA Management.


• Take ownership of the Business Continuity Plan for the branch network and Mobile App.


• Ensure premises security is maintained to provide a safe and welcoming environment for colleagues and customers.
  
  Do you have the skills and experience to lead the development of our retail distribution strategy whilst building a motivated and high performing retail branch and digital team? If so, this opportunity could be what you're looking for!, Proven leadership experience gained within a retail banking or savings environment.


• Outstanding communicating skills with excellent active listening, negotiation and presentation skills and an ability to build effective relationships at all levels of the Society.


• A strong result driven focus.


• Strong managerial and supervisory skills and experience of leading others in a financial services process area.


• The ability to provide excellent customer service and to embrace the principles of Treating Customers Fairly, Consumer Outcomes and the Society's values.


• Excellent administrative and PC skills covering Microsoft Office suite of products.


• The ability to balance a multitude of different tasks while effectively managing your time to ensure delivery of all tasks within agreed deadlines.


• The ability to lead by example demonstrating an optimistic attitude, always creating a positive team ethic, recognising the skills and attributes of others, working as part of the team and on own initiative.


• A good understanding of Consumer Duty in relation to retail operations.


• A good understanding of the UK Building Society sector and UK financial services regulatory environment applicable to this role.


• The ability to encourage, support and develop colleagues.


Qualifications required:

• You will ideally be educated to Degree level in a relevant subject, or have demonstrable relevant experience gained in a similar role.


• 5 GCSE's grade 9 to 4 / A to C, or equivalent.
  
  Tipton & Coseley Building Society is proud to be an equal opportunity employer. We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. We celebrate difference and encourage everyone to join us and be themselves at work. Please let us know if you need reasonable adjustments for any part of the recruitment process and we will be happy to assist.
  
  The Society is able to offer hybrid working, following successful completion of an initial probationary period, you would be able to work 2 to 3 days at home each week.


Why join us at the Tipton?

Located in the heart of the Black Country, here at the Tipton & Coseley Building Society we've created a working environment where employees can pursue worthwhile and rewarding careers, where creativity and productivity are encouraged, recognised and valued.

Our head office is based in the centre of Tipton, with local amenities including a local park and canal suitable for lunch time walks and a local train station connecting to nearby city centres including Wolverhampton and Birmingham.

Being a smaller building society, you will have access to all decision makers. Our open and approachable stance means you will cross paths with senior team members daily and your thoughts, recommendations, and ways of thinking differently will be respected and considered.

Our benefits include:

• 27 days' annual leave plus public bank holidays


• Staff annual discretionary bonus scheme


• Pension contribution


• Life assurance of 4 x basic salary


• Private Healthcare


• Permanent Health Insurance


• Health Cash Plan


• Access to internal Mental Health First Aiders


• Access to a Wellbeing hub and Employee assistance programme


• Celebration days


• Volunteering opportunities


• Benefit Hub subscription: giving access to a wide range of discounts across many different sectors


• Free parking