At NatWest Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry.

• We're looking for someone to lead a team towards success, making sure that they feel valued, involved and recognised in their roles
• You'll be playing a significant part in delivering trust and advocacy to our customers, by making sure that your team keep the customer at the heart of everything they do
• This is an excellent opportunity for you to develop your people leadership skills and enhance your network across the bank
What you'll do As a Transfers Hub Team Lead, you'll be creating and driving a customer focused culture, maintaining high levels of product and service knowledge across your team to fulfil our customers' needs. By analysing and using MI, you'll be recommending changes and transformation initiatives that benefit our customers and your business area, while encouraging continuous improvement. You'll lead a specialist Pensions Transfers Hub that ensures incoming transfers are completed efficiently and promptly to ensure good member outcomes. Your responsibilities will include:
• Managing a specialist transfer team of up to eight members of staff, supporting less experienced team members to identifying training and development needs
• Supervising the performance of the team against agreed objectives, taking steps to manage and drive performance
• Managing risk to make sure that key regulatory, operational, credit and control processes are adhered to
• Providing your team with coaching and feedback to maintain high levels of service and good customer outcomes
• Liaising with senior management to report on your team's performance and help drive strategy initiatives across the bank
  
  To succeed in this role, you'll need a strong background in people leadership, with the ability to maintain a focus on the requirements of our customers. Strong communication and interpersonal skills are vital, alongside the ability to develop and coach others to deliver outstanding levels of customer service.
Additionally, you'll have:
• You'll be a subject matter expert on the pension transfer process
• A background in customer service delivery techniques and the ability to apply them
• Experience of communicating, preparing and delivering presentations to senior audiences
• The ability to identify operational inefficiencies and provide practical solutions for them
• Well developed planning and organisational skills
• The ability to be flexible and adaptable to changing business needs, with an understanding of continuous improvement skills
• Pension administration experience preferred