Middle Office Team Leader

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for weddings and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same.We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of personWork with us because you:Want to be part of a bank built for the dynamics of the modern worldRelish a challenge and enjoy a fast-paced, innovative, and hardworking cultureEnjoy finding new and better ways to solve complexity and make things happenWant to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groupsCare about society and the environment and want to be part of a business that cares tooWant to continue to grow professionally and be the best version of yourselfThe Role & ResponsibilitiesPurpose & Scope of roleTo effectively lead and develop the SME Middle Office team ensuring all customer interactions from onboarding new customers through to in-life servicing are processed in line with procedures and quality standards and within agreed timescales. Implement and embed robust and effective controls for processes and be responsible for driving continuous improvement within the team.Key Role ResponsibilitiesMonitoring individual performance and team management on a regular basis addressing any development areas or skills gaps as required through coaching, training and performance management tools whilst ensuring the training and competence framework is adhered to and fully auditable.Responsible for the documentation and maintenance of all procedures, controls and checks within the team ensuring that these are executed effectively and attested. Where failure occurs remediate and report as required with appropriate actions.Comply with all Shawbrook and external regulatory policies and procedures, and take reasonable steps to ensure staff do likewise (including GDPR and CCA Regulations).Monthly completion of balanced business scorecards and attestations to confirm correct controls are in place and being adhered to. If any issues found use RCA to ensure controls are effective or need updated. Complete monthly quality and control checks including the key manual risk processes within the team.Effectively manage incidents and issues through to successful resolution.Ensure that customer centricity is at the heart of all decision making, embedding consumer duty principles into the culture and bring to life for colleagues into their daily tasks and roles.Adhere to all HR processes and procedures.Ownership of change and embed effectively within team.Review current procedures with team members and drive a culture of process improvement and making efficiencies through reducing internal handoff or duplicated processes and engaging with suitable technology opportunities.Always act as a role model of the Shawbrook values and lead the way in encouraging others to do the same.Compile management information, analysing the data to identify trends and initiate corrective steps to improve team performance and service levels.Drive a culture of continuous improvement to deliver market leading customer and colleague satisfaction (Peakon)The PersonSkills & ExperienceExperience of people management preferred.Knowledge of Structured Lending products including Wholesale Finance , Block Discounting and Marine would be beneficial.Proven ability to foster a culture of continuous improvement within an organisation.Excellent written and verbal communication skillsAn initiative-taker with a can-do attitude and a proven history of meeting deadlinesHighly motivated and driven by process improvement.Computer literate (good knowledge in MS Office suite – Excel, Sharepoint)Key attributesAbility to work in a changing environment requiring adaptability and flexibility.Ability to build effective relationships and provide updates at all levels.Elevated levels of drive, energy, and personal commitment to success.Constantly challenge processes and look to improve.Create an experienced and dedicated team to support our customers.RewardYour Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employmentFree access to Headspace, a mindfulness & meditation digital health appFree access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopauseEAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and healthCycle to work schemeDiscounts on gym membershipYour Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.Minimum of 27 days holiday per yearOption to buy or sell holiday days through our flexi-holiday schemeDiscounts on gym membership nationwideAccess to discounts on a range of high street and online brandsCommunity support and charitable givingYour Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.Participation in our annual discretionary bonus scheme designed to reward your contribution to our successProudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done
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