Service Transformation Lead for the International Private Bank - 12 Months Fixed Term Contract

JOB TITLE: Service Transformation Lead for the International Private Bank - 12 Months Secondment

LOCATION(S): Isle of Man, Douglas, Villiers House

HOURS: Full Time 

WORKING PATTERN: Our work style is hybrid, which involves spending at least  

two days per week, or 40% of our time, at one of our office sites.

We make a genuine difference to clients within the Commercial market and strive to be the banking partner of choice across the Crown Dependencies 

About this opportunity

The Crown Dependencies business is growing rapidly and we have an exciting opportunity for the right person to lead the transformation of our processes and service experience for the International Private Bank(IPB).

The role holder will have responsibility for leading a scaled operations team, supporting our clients with their servicing needs and delivering a roadmap of change to improve process efficiency and client experience. The successful candidate will report to the Head of Client Delivery and have experience of managing operational teams, delivering process improvement, building team efficiency and creating a positive work environment. Most importantly they will have an obsession for client experience and delivering positive client outcomes.

Our strategic focus on growing the International Private Bank is generating an increased pipeline of new business. Our ability to onboard new clients and service their needs efficiently is a key part of our proposition, and the role holder will need to be experienced in the implementation of technology to automate processes including workflow and robotic solution.

Additionally, this role will pick up of several core control procedures within the IPB  business which require additional focus following a strategic restructure.

The successful candidate will coach, support, and inspire their team to deliver high standards of efficiency, accuracy, and client-centric thinking. This varied and exciting role involves leading client outcomes and experience, resourcing, performance, and colleague wellbeing whilst supporting and developing your team.

Please note this role is only available for individuals residing in, or holding right to work permit the Isle of Man.

Within this role, you’ll:

• Coach and inspire your team colleagues, helping them lean into challenges and opportunities, and up-skill in operational capability and service delivery.
• Design and implement the optimal Operating Model for IPB client servicing.
• Embed technology solutions to automate processes.
• Deliver stretching targets to improve process efficiency and the client experience.
• Manage team performance and improve team effectiveness.
• Collaborate with the Senior Stakeholders to develop, shape and deliver the commercial objectives for the business, setting stretching goals, managing performance, and leading change from inception to execution.
• Challenge the business and colleagues to ensure risks are understood, mitigated, and controlled.
• Fostering a culture of continuous improvement, challenging the norm, putting forward innovative ideas, and driving tangible change that delivers value and aligns with our core values and behaviours.
• Deliver strong client engagement to deliver constant improvement of the client experiences resulting in better client retention and deepening relationships
• Understand the product market, demonstrating clear understanding of client, market, conduct, regulatory and competitor trends.

What You’ll Need

Leadership - Lead & coach the team to demonstrate flexibility and adapt to the varying needs of their role, client and the business, encouraging a one team ethos and collaborative working

Scaled Operations – Experience managing and optimising scaled operational teams including performance reporting

Commercial Skill/Market Knowledge – Strong understanding of the business target market, specifically across the international consumer business. Awareness of the economic & market environment within the Crown Dependencies. Desire to drive & deliver our key strategic objectives and commitments. Good understanding of account opening and onboarding requirements

Risk/Due Diligence – Challenge the business to ensure risks are understood, mitigated and controlled. Monitor & report on compliance standards to internal and external stakeholders. Manage the business risks utilising OneRCSA

Continuous Improvement – Identify and champion new ideas that move us forward, supporting transformation activities to improve the client journey and their experience

Client Excellence - Ensure the team work efficiently and effectively, meeting any service expectations and identifying opportunities to enhance our service offering.

Conscientious and collaborative - disciplined in your teams’ approach to work, confident in handling several opposing priorities.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

If you would like reasonable adjustments to be made to our recruitment processes, just let us know

If you're excited by the thought of becoming part of our team, get in touch.

We would love to hear from you!