Financial Services – Team Manager Job in London
We are looking for an experienced People Manager to lead, develop and transform a team of dedicated Caseworkers in the Financial Services Industry. This role is an excellent opportunity to demonstrate your effective performance management skills to grow and develop the team towards success for the business.
You must have experience in leading and developing a team of customer service advisors (Permanent or Temporary) to deliver customer, quality, risk and value-for-money performance objectives.
Main responsibilities include –
- Drive the organisation’s values and delivery of objectives through inspirational leadership of a casework team
- Manage a comprehensive induction training program
- Deliver overall agreed performance across customer, quality, risk, people and value for money
- Inspire, lead, coach and develop a team of case handling staff to enable them to meet and exceed individual, team and relevant organisational objectives
- Produce objectives for all team members, aligned to the business objectives, ensuring regular review of performance, as a minimum six monthly
- Carry out regular, documented one to one meetings with all team members and conduct annual appraisals
- Ensure that complaint handling skills are developed in their team and that key trends and root cause issues are identified and addressed
- Lead the improvement of quality in case handling across the team, working with colleagues from across the organisation including quality assurance
- Carry out regular quality assurance reviews of the team cases to ensure that the professional and service standards are being met
- Where appropriate, lead the induction and development of new case handling staff ensuring that they are able to operate to the required standards within the agreed timescales
- Support projects and new initiatives across operations
- Act as the first escalation point for complaints about the service, before complaints are referred to the head of casework teams Build and maintain relationships with key external and internal stakeholders
Experience –
- Proven experience of inspiring, leading, motivating and managing a team of case handling staff
- Experience of coaching and developing people to improve personal and team performance
- Must have financial services knowledge and experience
If you feel you possess the necessary skills and attributes, please send your CV to be reviewed. We will be looking at candidates that are able to demonstrate the necessary requirements to succeed in this role. If you do NOT demonstrate your experience in your CV your application will not be considered.
If you are interested in applying for this role, please forward you’re CV and a detailed covering letter outlining your key skills and experience, telling us why you are the best candidate for this role.
Talent2 are committed to equality in the workplace and are an equal opportunities employer. Talent2 offer the services of an employment agency for permanent work and an employment business for temporary work.
Talent2 is a niche business support temporary agency, with roles available across many sectors for receptionists, administrators, PA's and secretaries. If you have experience in any of these areas please do not hesitate to send your CV.