Head of Retail - Cardiff, United Kingdom - Monmouthshire Building Society

Monmouthshire Building Society
Monmouthshire Building Society
Verified Company
Cardiff, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Role Title
Head of Retail


Department
Customer Directorate


Reports To
Chief Customer Officer


Management Responsibilities
Direct - Indirect up to 40


SMCR Responsibilities
Conduct


Role Purpose


To lead the retail distribution strategy and drive the operational delivery thereof, inclusive of channel and outlet growth aspirations and community engagement.


Oversee all aspects of member engagement understanding regulatory requirements, customer demands, technology trends and the competitive field to ensure the retail network thrives.


Key Accountabilities

  • Consistently deliver strong conduct risk outcomes for Society customers/members.
  • Create and drive delivery of the Society's Retail distribution strategy to facilitate delivery of financial and nonfinancial KPI's to meet Society objectives.
  • Delivery of the member proposition through service, ensuring needs are effectively identified and met, resulting in positive outcomes and exceptional service.
  • Deliver optimum impact for Society colleagues and members ensuring that buildings and their services, meets the needs of the people that work and visit them
  • Lead and manage all regulatory, operational and conduct risks arising in accordance with risk appetite delivering positive outcomes developing an excellent understanding requirements
  • Oversee relationship management of key third party relationships to derive mutual benefit through the lifecycle

Key Responsibilities

  • To inspirationally lead staff and stakeholders to work collaboratively, making a positive difference for Society members, customers and colleagues
  • Ensure services compliment the overall organisational strategy and inform future planning.
  • Encourage and act upon innovation across functional areas to deliver quality services.
  • Ensure customer/member voices are heard and acted upon, through various forums and committees.
  • Ensure all services are delivered within budget and comply with the contract for delivery.
  • Ensure robust contract management of suppliers.
  • Contribute to the strategic planning and implementation of change initiatives.
  • Identify and manage key strategic partners.
  • Participate with executive to develop strategy and resources.
  • Contribute to the development and strategies associated with the sales, service and financial plans.
  • Ensure the effective direction and performance management so that income and sales volumes are delivered in line with expectation and within the conduct risk appetite.
  • Ensure robust 1st line conduct and operational risk management takes place in line with the Society's Risk Management framework and Board Risk appetites.
  • Ensure the end to end processes are fully compliant with COB and is in line with delivery of the agreed customer proposition.
  • Overseeing Health, Safety and Welfare (HS&W) for the Society, take a proactive approach to supporting and providing guidance to the Society in relation to the implementation of Health and Safety (H&S) policy and procedures.
  • Stay abreast of H&S legislative changes, updating Society policy and procedures accordingly.
  • Report on all H&S matters to relevant governance committees.
  • Observe the standards of conduct set out in the Regulator's Statements of Principles including maintaining the highest standards of integrity and professionalism in all business and personal dealings.
  • Oversee an effective Training and Competence schemes which are focused on ensuring delivery of good customer outcomes.
  • Identify and track essential qualitative and quantitative metrics for evaluating the impact of distribution initiatives informing future decisions
  • Provide detailed insight relating to product requirements and roadmaps to inform the product strategy
  • Develop and evolve Society funding plans to achieve strategic aims and meet regulatory expectations
  • Delivering sustainable solutions to premises management in line with Society ESG principles
  • Deliver reports and presentations to senior stakeholders and external partners
  • Develop consumer and market information and insights through analysis of raw information and data leading to informed decision making enhancing consumer acquisition and retention, and profit
  • Maintain a strong knowledge of industry best practices and the competitive landscape and proactively shares strategic insights with the leadership team
  • Ensure robust contract management of suppliers in line with Society policy and framework

Qualifications, Skills and Experience Required

Essential

Desirable

  • Exceptional leadership skills
  • Graduate calibre, strong commercial acumen
  • Health & Safety qualification and demonstrable experience
  • Min 5 years working experience in retail financial services as senior manager
  • Ability to understand complexities of a smaller banking business and regulatory dimensions
  • Exceptional communication skills
  • Deliver reports and presentations delivering complex messages in a relatable and u
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