Bereavements Team Leader - London, United Kingdom - Metro Bank PLC

Metro Bank PLC

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Operations

Location Holborn Office

County Central London

Ref # 18578

Closing Date 15-Feb-202- Do you have excellent interpersonal skills? Can you lead and develop a high performing team? Are you passionate about providing bespoke solutions for vulnerable customers and bereaved third parties? If yes, then we may have the role for youAs a Bereavement Team Leader, you will be responsible for the day-to-day management of the Bereavement team, maintaining excellent service delivery and consistently achieving our service-level agreements (SLAs) and key performance indicators (KPIs). As part of your role, you will support colleagues across the Bank with any bump ups related to vulnerable customers.
Most of our jobs offer the opportunity for hybrid / remote working. Ask your recruiter for more details.
So what would you be doing?...

Managing the Bereavement daily workflows and monthly resource planning, making sure that any service issues are resolved in a timely manner and in accordance with our processes and procedures
Authorising payments to next of kin or personal representatives relating to estates of deceased customers, making sure that all necessary checks and processes have been followed
Looking after the team's risk control selfassessment and controls testing
Creating and implementing action plans where failures occur or where development gaps are identified
Leading on the review and development of new and existing Bereavement customer journey process improvements
You will be the main point of escalation for Bereavement, supporting the wider business to resolve complex Bereavement and vulnerable customer cases
Handling risk incidents as they arise, coordinating with stakeholders and bringing timely resolution
Monitor performance on an ongoing basis and use management tools to develop team colleagues, provide recognition and provide feedback on performance
Inspiring and nurturing your team through providing overall direction, support, coaching and leadership to achieve set objectives

You need to be this kind of person

Passionate about providing unparalleled levels of service and convenience for customers
Able to work and learn quickly in a fast paced, fun and dynamic environment
Prepared to stick at something we get nervous if someone has jumped from job to job as we want people who are prepared to learn and grow
Care about doing a great job and exceeding expectations with the quality of what you do

And... we are a bank so risk is a part of everything we do.

We love people who take responsibility, do the right thing for customers, colleagues and Metro Bank and have the courage to call out any concerns.
We always support colleagues to develop their skills.

But to be successful in this job you really do need to already be able to do most of these wonderful things...

Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders
Possess excellent people management skills with a successful track record of building and leading high performing teams
Creative thinker with a continuous Improvement mindset
In order to exceed in this role, you will have experience in leading, coaching and developing a team
It is key that you have a thorough knowledge of Metro Bank products, prepositions and systems (e.g. T24, CRM)
Naturally, you will have an excellent handson experience of supporting customers experiencing difficult or challenging circumstances
To be successful in this role, you will have a full understanding of risks associated with the processes that Bank manages and the controls that mitigate them