Team Manager - IWCOO Corporate Pensions - Edinburgh

  • Competitive
  • Edinburgh, Scotland, United Kingdom
  • Permanent, Full time
  • Lloyds Banking Group
  • 21 Apr 19

Team Manager - IWCOO Corporate Pensions - Edinburgh

End Date
28 April 2019
Please note, this vacancy will close at 00:01am on the specified closing date rather than 11:59pm. Please ensure all applications are received before 00.01am on the specified closing date.

Salary Range
£32,445 - £36,050

We support agile working - click here for more information on agile working options.

Agile Working Options
Other Agile Working Arrangements / Open to Discussion

Job Description Summary
We are currently looking for a Team Manager for Corporate Pensions, based in Port Hamilton. We are looking for professionals who have the ability and drive to influence advocacy, confidence and trust from our customers. Corporate Pensions achieved CCA Global Standard accreditation in 2017. This is an industry leading award for customer service organisations who have demonstrated the latest customer focused approach in creating and developing the best environment for the delivery of customer service excellence. We are continuing on our transformational journey to be industry leading in the service we provide. If you would like to be part of this journey in Corporate Pensions as a Team Manager, responsible for delivering results within complex processes and leading your team to deliver a quality service to our customers, this could be the role for you.

Job Description

You will be responsible for leading a blended (telephony, digital & administration) operational team who complete a broad range of complex processes and service to our Retained Organisation Corporate Pension customers. The successful candidate will inspire and empower their team to deliver in line with agreed customer centric measures, utilising available resource whilst supporting the embedding of continuous improvement initiatives. Additionally you may be required to build and manage relationships with offshore colleagues and stakeholders. You will lead and drive a high performing team by providing effective coaching, performance management, quality checking, complaints resolution activities and lead by example in demonstrating the Groups Values and Actions at all times.

- Inspires, leads and coaches a team to deliver exceptional service, meeting customers needs where possible. Supports team in actively identifying and responding to customer needs, committed to deepening customer relationships
- Works collaboratively with Managers and peers to plan, manage and optimise team capacity, deployment and activities to meet customer demand
- Supports Manager and peers, helping to embed change and best practices across the board
- As appropriate, understand what factors influence your team's performance and lead change and continuous improvement, informed by appropriate data, and your judgment

Control Environment
- Ensures individual and team are compliant with all applicable policies, procedures and role competency requirements and deliver fair outcomes for our customers
- Leads and empowers the team to undertake root cause analysis and comply with risk requirements within the Customer Treatment Standards to ensure a robust and consistent approach to make the right decisions and doing the right thing for our customers
- Maintains own mandatory training, product knowledge testing and annual attestation requirements and ensure oversight of the team. Ensure line managed colleagues maintain the appropriate skills and competence to undertake their role and that I am a competent line manager

- Regularly assess, develop, recognise and optimise team performance through coaching and feedback, 121s and Balanced Scorecard reviews, to support and build colleagues' skills and capability
- Act as a role model for the Group Values, Vision and Code of Responsibility, inspiring others to embrace our culture
- Create an inclusive and caring environment where all colleagues feel welcomed, valued and able to contribute as an individual. Ensure everyone values differences and treat both colleagues and customers as individuals
- Create a culture where colleague morale and motivation is high throughout the team, making a difference together and delivering a consistent approach

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we're building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.