Small Business Lending Manager


The Team Manager – Small Business Lending team reports to the Team Leader Lending Support and is responsible for the day to day operational management of a team whose primary objective is to achieve business key performance objectives across a balanced scorecard. The role is based in support team environment with a phone line into the team. The Team Manager will inspire and motivate team members to deliver their best work performance each and every day as they provide point of contact for all existing Small Business customers.

They will be proactive, demonstrate a can-do attitude and be passionate and enthusiastic about what they do every day. This role requires someone who is driven and delivery focused, takes pride in understanding customer needs and delivers an exceptional customer experience. The Team Manager needs to be an excellent coach with Business and Personal lending experience to grow and nurture entry level Business Bankers.

The role has business development and customer segment responsibilities so requires experienced stakeholder management and project experience. As leader of a front line team you will have ownership of customer experience and responsibility to find and implement ways to continuously improve experience through process improvements.

PRINCIPAL ACCOUNTABILITIES

  • Build and maintain key stakeholder relationships to further enhance process and build a positive customer experience.
  • Retention of customers, both from a balance sheet and product holding perspective.
  • Managing workflow practices and team productivity.
  • Manage and lead a team of business development analysts to ensure key performance objectives are achieved / exceeded.
  • Delivering market leading service to customers and ensure an excellent customer experience through the monitoring of service performance.
  • Interpret Management Information (MI) reports, identifying trends and improve business performance.
  • Achieving team targets ensuring all colleagues achieve their personal plans.
  • Lead a team of colleagues, encouraging their own development and growth, whilst ensuring all facets of the colleagues development plans are adhered to.
  • Drive a culture that fosters teamwork, fun and valuing each other as evidenced through management observation, internal and external customer satisfaction surveys as well as People & Culture and Engagement results.
  • Ensure the team has a positive risk culture and remain role accredited at all times.

KNOWLEDGE/SKILLS/EXPERIENCE

  • Focus on achieving defined objectives and experience in leading a front line lending team.
  • Strong commitment to customer service.
  • High level of motivation.
  • High level of communication (written, verbal, listening and presentation) skills.
  • Demonstrated experience in achieving/exceeding objectives.
  • Superior knowledge of business and retail products, policies and procedures.
  • Extensive knowledge of banking practices, operations and guidelines and compliance          requirements, with specific knowledge of NCCP requirements.
  • Ability to motivate and positively influence colleagues with a view to continually improving performance and culture.
  • Flexibility to work and coach in a flexible workplace environment.
  • Complaint resolution experience.
  • Experience in developing and driving initiatives

If this sounds like you then we would love to hear from you!


The Team Manager – Small Business Lending team reports to the Team Leader Lending Support and is responsible for the day to day operational management of a team whose primary objective is to achieve business key performance objectives across a balanced scorecard. The role is based in support team environment with a phone line into the team. The Team Manager will inspire and motivate team members to deliver their best work performance each and every day as they provide point of contact for all existing Small Business customers.

They will be proactive, demonstrate a can-do attitude and be passionate and enthusiastic about what they do every day. This role requires someone who is driven and delivery focused, takes pride in understanding customer needs and delivers an exceptional customer experience. The Team Manager needs to be an excellent coach with Business and Personal lending experience to grow and nurture entry level Business Bankers.

The role has business development and customer segment responsibilities so requires experienced stakeholder management and project experience. As leader of a front line team you will have ownership of customer experience and responsibility to find and implement ways to continuously improve experience through process improvements.

PRINCIPAL ACCOUNTABILITIES

  • Build and maintain key stakeholder relationships to further enhance process and build a positive customer experience.
  • Retention of customers, both from a balance sheet and product holding perspective.
  • Managing workflow practices and team productivity.
  • Manage and lead a team of business development analysts to ensure key performance objectives are achieved / exceeded.
  • Delivering market leading service to customers and ensure an excellent customer experience through the monitoring of service performance.
  • Interpret Management Information (MI) reports, identifying trends and improve business performance.
  • Achieving team targets ensuring all colleagues achieve their personal plans.
  • Lead a team of colleagues, encouraging their own development and growth, whilst ensuring all facets of the colleagues development plans are adhered to.
  • Drive a culture that fosters teamwork, fun and valuing each other as evidenced through management observation, internal and external customer satisfaction surveys as well as People & Culture and Engagement results.
  • Ensure the team has a positive risk culture and remain role accredited at all times.

KNOWLEDGE/SKILLS/EXPERIENCE

  • Focus on achieving defined objectives and experience in leading a front line lending team.
  • Strong commitment to customer service.
  • High level of motivation.
  • High level of communication (written, verbal, listening and presentation) skills.
  • Demonstrated experience in achieving/exceeding objectives.
  • Superior knowledge of business and retail products, policies and procedures.
  • Extensive knowledge of banking practices, operations and guidelines and compliance          requirements, with specific knowledge of NCCP requirements.
  • Ability to motivate and positively influence colleagues with a view to continually improving performance and culture.
  • Flexibility to work and coach in a flexible workplace environment.
  • Complaint resolution experience.
  • Experience in developing and driving initiatives

If this sounds like you then we would love to hear from you!

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