Operations Manager, Business Banking

Job Description

What will you be doing as an Operations Manager, Business Banking

• Initially you will be working closely with OakNorth Banks product, project, development, and finance teams on building and launching a Business Current Account product
• You will support the Director of Operations by providing your knowledge and utilising your experience of business current accounts to define a target operating model
• You will assist in defining and documenting all operational processes linked to the Business Current Account product
• You will advise the Director of Operations on the creation of a new structure for the Operations team to ensure adequate split of roles and responsibilities to support the origination and in-life management of the Business Current Account product
• Once a target operating model is established, processes are defined, roles & responsibilities and new business areas within Operations are agreed, you will lead the hiring/training programme of Business Banking Operations staff which will then begin toreport to you, and you will be responsible for managing and developing the growing UK Business Banking Operations team. Your responsibilities will include:
• Ensuring the teams completion of tasks with maximum accuracy and within defined SLAs to support the origination of business current accounts; example team tasks include handling inbound customer calls; making outbound customer calls (not sales nor advicerelated); opening, completing CDD, processing and sending of mail; responding to customer emails; and actioning system tasks
• Supervising the teams investigation of customer complaints, drafting of response letters, and working with the FOS on any complaint escalations
• Handling all required elements of account fraud escalations and investigations with the team
• Managing PEP/Sanctions screening of customers, including required investigations
• Taking all customer call and/or email escalation incidents and resolving wherever possible at first point of escalation
• Proactively expanding product knowledge and continually training team on customer support skills, including holding regular training on communication and best practice
• Communicating to relevant stakeholders across the business valuable customer feedback ensuring business informed of customer issues and successes
• Proposing solutions to automate and/or improve all manual processes within Business Banking continuously
• Completing user acceptance testing on product/process developments before launch with the team to provide Operations sign off before implementation
• Leading hiring/training programme of UK Business Banking Operations of any additional headcount required
• Retaining and further developing key talent within UK Business Banking Operations by holding monthly 1-2-1s with individual team members to track their personal development, building on strengths and addressing weaknesses

Keeping relevant SOPs consistently up to dateWhat do you need to excel in this role

• Experience managing a team or ready to move into a management position
• Strong experience in business current accounts and therefore a background working within banking / financial services / fintech company or similar environment
• Strong analytical and numerical skills
• Strong interpersonal and communication skills (written as well as verbal)
• Resourceful problem solver with a focus on delivery (ability to multitask is also crucial)
• Ability to collaborate with teams across multiple locations (Manchester, London, India)
• High attention to detail and ability to execute in a structured manner
• Ability to review exceptions and escalate in line with procedures
• Very self-motivated, with a positive mind-set, having strong time-management skills, and possessing strong attention to detail and accuracy

Benefits & Perks:

• Equity. We want people to have a stake in the business so that all our interests are aligned. Its your baby too
• 25 days holidayand we really want you to take it. Burnout is not big or clever
• Personalized benefitsopt-in to what matters to you
• Enhanced family leave
• Wellbeing and social events

About UsWere OakNorth Bank and we embolden entrepreneurs to realise their ambitions, understand their markets, and apply data intelligence to everyday decisions to scale successfully at pace.Banking should be barrier-free. Its a belief at our very core, inspired by our entrepreneurial spirit, driven by the unmet financial needs of millions, and delivered by our data-driven tools.And for those who love helping businesses thrive Our savings accounts help diversify the high street and create new jobs, all while earning savers some of the highest interest on the market.But we go beyond finance, to empower our people, encourage professional growth and create an environment where everyone can thrive. We strive to create an inclusive and diverse workplace where people can be themselves and succeed.Our storyOakNorth Bank was built on the foundations of frustrations with old-school banking. In 2005, when our founders tried to get capital for their data analytics company, the computer said no. Unfortunately, all major banks in the UK were using the same computer and it was broken.Why was it so difficult for a profitable business with impressive cashflow, retained clients, and clear commercial success to get a loanThe industry was backward-looking and too focused on historic financials, rather than future potential.So, what if there was a bank, founded by entrepreneurs, for entrepreneurs One that offered a dramatically better borrowing experience for businessesNo more what ifs, OakNorth Bank exists.For more information regarding our Privacy Policy and practices, please visit:https://privacy-policy