Lending Services Relationship Manager Retail (SO)
Here is an exciting newly created role that supports the Relationship Executive with key stakeholder management activities by being a contact point and facilitator of escalations and investigations, issues, process and systemic improvements for Retail Banking Services Private Bank. You can expect to:
- Work with key stakeholders and Lending Services divisional Executives and Managers on key issues of operation, service, process and systems
- Be the delegate on behalf of the Relationship Executive Work closely with Senior Leaders and Managers in RBS Retail Products to proactively identify and agree steps to resolve any industry, quality, volume or processing issues, from an end to end perspective.
- Manage relationships with stakeholders, including business units, IT delivery teams and vendors, and provide leadership of business change.
- Build and manage strong relationships with stakeholders to ensure common approach and support for Lending Services service offering
- Consult with a portfolio of Lending Services BUs and other customers to determine opportunities for improvements to operational efficiency.
- Draft and develop scoping and business case documents for process and system improvements
- Use feedback from customers to provide input to the design of services delivered by Lending Services
- Provide expert guidance and act as a point of reference to ensure completion of work items within the agreed timeframes
- Apply CBA people management systems and policies to effectively manage and reward team
- Build internal and external relationships through the use of superior stakeholder management techniques and customer service skills
- Identify and assess the risks which could prevent you from achieving the objectives of your role
- Support the delivery of presentations, or actually present concepts and business solutions to Lending Services customers, LSLT, SOLT as required.
- Plan and execute risk mitigating procedures and report and discuss the results of your risk management
Need more detail?
Core responsibilities
Provide relationship and account management services and support on behalf of Lending Services accountable for loan processing nationally including the production, fulfilment and maintenance of home loans, business loans, asset finance loans, credit cards and personal loans.
People Leadership
Support the achievement of a highly engaged workforce (as measured through the People Culture survey)
Operational Management
- Act on matters and implement BAU initiatives as agreed by the Relationship Executive Manager Lending Services that are important to the success of Lending Services as a Division and CBA in general.
- Provide support to the Lending Services Executive Managers and their Management teams
- Provide input and analysis of effectiveness of current Operational plans and strategies, providing recommendations for change and improvements
- Provide support and protection to the Operational Leaders on all BAU and change impacting Lending Services
- Facilitate escalations, audit issues and requests from their respective Business Unit
- Liaise with other lines of business within the Bank to ensure that all new strategies and operational change affecting Lending Services is in line with plans and are scheduled appropriately to fit with business requirements and needs.
Business Efficiency
- Support the delivery and embedding of an integrated operations model for CBA to maximise operational efficiency and lower the CBA Cost/Income Ratio.
- Support a culture of continuous improvement across Lending Services and Services Delivery (Group Operations) which will help deliver year on year operational efficiencies (cost reductions) whilst maintaining agreed SLAs.
- Maintain strong awareness of industry and technological advancements to identify further opportunities to create business efficiency.
- Keeping abreast of industry trends and initiatives and assess their appropriateness to Lending Services in its drive to improve, quality, turnaround, cost efficiency and customer satisfaction.
Customer Satisfaction
- Play a lead role in the ongoing development, execution and advocacy of 'process excellence' across Lending Services (in conjunction with key Product, Channel, Sales stakeholders) aimed at driving improvements in processes that deliver, increased business efficiency and customer satisfaction.
- Actively promote an organisational culture which promotes both internal and external customer satisfaction amongst all operational colleagues.
Managing Risk
- Establish and maintain a robust Operational Risk Framework (in line with Group policy) which satisfies all legal, regulatory and organisational requirements.
- Be a clear supporter of a culture that ensures effective management of operational risk including, proactive management of critical risks, embedding of changes to processes/systems, business continuity planning and rigorous responses to operational risk 'incidents'.
- Identify, monitor key operational compliance controls, risks events (associated with both current business practices emerging business practices)
- Escalate resolve material operational events compliance breaches
- Act as a point of reference on compliance risk related matters represent Lending Services on any committees relating to regulatory, legislative policy changes
- Compile coordinate business initiatives, management information reporting. Undertake any other tasks assigned by your manager that you have the capability to perform safely. (NOTE: All tasks assigned and carried out must be performed in accordance with all relevant internal Bank policies and external regulatory requirements).
The team
Lending Services is accountable for the fulfilment of home and commercial loans for the Retail and Commercial sales teams, including asset finance loans, credit cards and personal loans. Fulfilment includes document preparation, verification and certification, customer support, funding and settlement as well as registration and updating of security records for the Bank.
Department Size : ~1400 FTE nationally
The person
To be successful in this we expect you will possess:
- Proven ability in managing large direct and indirect teams of staff
- Excellent people leadership and change management experience
- Absolute customer focus
- Demonstrable continuous improvement and best practise delivery
- Strong relationship management experience with multiple levels of seniority
- Solid business, industry acumen
- Strategic thinking and ability to execute ideas
- Strong knowledge and experience in area of specialisation
- Influence through clarity of the case rather than position
- Strong Risk Management capability
- Process review capability
- Negotiation skills
Sound like you? Apply now.
Advertised:
2 Sep 2013 Aus. Eastern Standard Time
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