What is the opportunity
As a member of the UK Operations Senior Leadership team, this role is accountable for operational delivery and customer service fulfilment via in-house, Group outsourced services, and relevant third party suppliers.
In this role you will:
Lead a large team of customer relations and operations professionals ensuring high levels of employee engagement and developing organisation capability through an environment of learning, development, and high performance
Accountable for ensuring strong commercial engagement and robust understanding of business needs and fulfilment model for the business areas
Support the embedding and operational action of relevant elements of the Risk Management Framework
Developing strategic service improvement plans, business plans, benefits and performance milestones that creates a clear vision and direction for the service
Responsible for enterprise leadership, managing relationships with Group
What will make you stand out?
Leadership experience within financial services with understanding of Retail & Business Banking regulations
Proven experience of Retail & Business Banking operations delivery and fulfilment
Ability to grasp the broader company-wide agenda
Ability to develop and implement an operations strategy
Strong customer focus with a collaborative approach to problem solving
Ability to drive change and challenge to deliver optimum customer and business outcomes
Background in data led upward reporting to ExCo-level
More about the team
UK Operations is a key enabler of the Retail UK strategy, responsible for all personal and business customer account servicing, debt management, customer relations (vulnerable customers, bereavements and complaints), operational resilience and supplier management & governance in support of all solutions and product areas.
Customer Services and Fulfilment brings together the operational teams supporting the of NI, Savings, Loans, Home Buying and Ownership, Northridge and Underwriting, along with the Customer Relations team which handles complaints, DSARs, bereavement and vulnerable customers.
Why work with us
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!
Key Competencies
Customer Focused - Leader
Accountable - Leader
Champion Transformation - Leader
Amplify Capability - Leader
Manage Risk - Leader
We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.