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    Back Office Team Leader - United Kingdom - Everything

    Everything
    Everything United Kingdom

    2 weeks ago

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    Home Jobs Back Office Team Leader Maternity Cover Jobs In Liverpool United Kingdom

    Back Office Team Leader (Maternity Cover) Jobs in Liverpool, United Kingdom

    You are here :

    Home Jobs Back Office Team Leader Maternity Cover Jobs In Liverpool United Kingdom

    Back Office Team Leader (Maternity Cover) Jobs in Liverpool, United Kingdom


    Who we areCashplus is a leading UK challenger bank for small businesses. We offer faster, smarter, simpler current accounts for the entrepreneurs, independent businesses and consumers that power the UK economy, yet are too often overlooked by high street banks . Since 2005, we've created easier ways for more than 1.6m customers to pay, bank and borrow through our user-friendly digital platform. We understand what our customers need time and money to run their businesses and live their lives and our secure, innovative products are designed to help, where others can't or won't. A true fintech pioneer, we are a fast-growing and credible UK challenger bank. Values amp; BehavioursCashplus puts the fair treatment of customers at the heart of our business model . Our business goals are:1. Becoming a bank that customers love2. Developing brilliant, sustainable products3. Earning an outstanding reputationCashplus values are:· We innovate with purpose· We are upfront· We do it right· We are all inThe Role IsThe Back Office Team Leader plays a vital role in the day-to-day management of the teams who provide a seamless service to our customers. This role is at the centre of delivering excellent service through the right outcomes in line with both regulations and SLAs.Team hybrid working styleWe are very proud to offer one of the most flexible hybrid working arrangements in the industry The expectation for this role, will involve working out of one of the healthiest workspaces for mental health and physical wellbeing in the UK You will be required to work out of the Spine building in Paddington village three days a week with compulsory days Tuesday and Thursday but the 3rd day is flexible.Key ResponsibilitiesPayments · Review and process inbound and outbound payments· Management of exception queues and ensuring they meet SLAs and the faster payments scheme requirements · Point of contact for the Faster Payment scheme including from industry perspective · Working closely with our Finance team to ensure reconciliation of funds are achieved, with any outstanding money movements controlled within set tolerances and timeframes Customer Servicing · Escalation point for service requests from the Contact Centre (servicing and collections teams) and other operational areas · Provide a balanced and considered perspective in any customer complaint escalation with the aim of mitigating escalations to the FOS (Financial Ombudsman's Service)· Monitor and approve financial transactions within required delegated authority limits · Adopt a continuous improvement approach to identify and progress enhancements and changes to improve servicing outcomes· Act as a point of reference and subject matter expertise for internal and external customers · Ensure that our vulnerable customer processes are up to date and in line with the regulator's expectations· Collaborate with Marketing and Digital teams with any key issues regarding social media and messages received through this channel Reporting· Maintain daily, weekly and monthly MI for the area managed · Collate and produce relevant MI suitable for presentation to Senior Management· Maintain effective stock control reports and reordering processes to manage collateral · Using daily monitoring dashboards to ensure all functions within area are managing to appropriate service levels - Implementing appropriate controls as neededRisk and Control Management · Identify and manage risks thoroughly and always within risk appetite· Ensure all processes and procedures are built to create the right outcome · Foster a risk management culture with strong, effective controls· Engagement in regular risk and assurance reviews· Monitor Faster Payment and BACS scheme rules and ensure any changes to process and or procedures are identified and addressed· Maintain an awareness through Horizon scanning on industry changes related to supporting Vulnerable Customers and take appropriate actions to align internal processes· Complete monthly ERMF risk register pertaining to the areas performance People Management and Development· Be a role model for the Cashplus Values amp; Behaviours· Develop people through Coaching, mentoring and wellbeing support· Training and personal development plan design and delivery · Hold monthly, mid year and annual performance reviews· Build and manage effective relationships with key stakeholders · Manage a Rota, forecast and capacity plan to maintain an effective resource pool You'll Need to HaveEssential· Proven team management and leadership experience working in operational environments within financial services · Operational knowledge of the Payment Services Regulations· Understanding of regulatory expectations governing the support of Vulnerable Customers · Strong analytical skills and ability to apply a risk logic in reviewing information relative to customers and their activity· Strong oral and written communication skills · Able to work compliantly to defined standards in a high-volume fast-moving environment· Ability to produce factual, informative management informationDesired· Understanding of all payment schemes associated legislation and regulatory requirements · Experience of delivering operational change to meet changes in regulation or to improve customer outcome· Ability to adapt to a new team environment and be proactive about building relationships with key contactsIn return you'll enjoy· Competitive basic salary · 7.5% of salary in cash allowing you the flexibility to decide your own benefits (or simply take the cash)· 26 days' holiday increasing each year of service to 33 days· Ability to buy and sell a further 5 days holiday each year· 4 x Life Assurance· Pension salary sacrifice· Family friendly policies · Regular social activities and team events · Charity Volunteering Day· Free drinks and snacks in the officeCashplus is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.Job Specification

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