Business Account Opening Team Manager

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The new BOI UK operating model and business structure is designed to build on our niche strengths and expertise, break down silos, reduce complexity and support the delivery of our strategy across the UK to deliver great customer outcomes.

The UK Operations business unit is a key enabler of this strategy and is responsible for all personal and business customer/account servicing, debt management, customer relationships (vulnerable customers, bereavements and complaints), operational resilience, IT and Information Security and supplier management & governance in support of all solutions/Business Units, enabling standardisation, consistent service quality and best practices sharing.

Within UK Operations, Operations NI & Partnership Distribution bring together operational retail and business expertise supporting NI & Partnership Distribution, including NI Customer Contact Centre; Branch Fulfilment Centre; Payments oversight; Belfast Cash Centre; Business Banking Operations (incorporating Business Banking Client Services NI); and service ownership of any operational services provided by BOI Group (under the Intra Group Sourcing Arrangements ) to NI & Partnership Distribution.

The Business Account Opening Team Manager is accountable for overseeing the day to day running of the business account opening team within BOIUK. They will be responsible for managing people & uplifting colleague capability to deliver a high performing & highly engaged team to ensure high standards of all aspects, (Customer Due Diligence and AML risks), related to the delivery of business account opening, including mandate changes, trigger events are met. The role will also hold accountability for effective management of requests relating to complex company structures and entities thereby enabling valuable customer engagement.

• Oversee the day to day running of the Business Account Opening Team
• Provide leadership in amplifying the capability of Case Managers and Case Associates for the betterment of team performance and customer outcomes
• Provide subject matter expertise, advice and guidance on Customer Due Diligence and AML risks and issues
• Drive team to review and interpret customer data in a timely manner, ensuring proactive management of cases including daily oversight of queues, whilst delivering against pledges and promises within Service Level Agreements
• Support unit manager with delivering effective and collaborative teamwork, implementing process improvements, embracing new technology and services, production of management information, driving performance based approach across the unit and evidencing high levels of customer service

There are no minimum educational requirements for this role

• Experience in line management/people management ideally with a background in results driven activity/case management;
• Proven ability to successfully lead, motivate, coach/mentor others and provide constructive feedback to uplift capability;
• Strong customer focus, with emphasis on right first time delivery and collaborative approach to problem solving
• Background in a compliance role within financial services;
• Practical experience of enhanced AML risks and business account opening requirements in order to support account opening for customers with complex business structures in line with UK regulations within a financial services setting
• A self-starter used to working autonomously within a demanding environment;
• Excellent written skills and able to communicate with all levels of the organisation with the ability to influence senior management and the wider internal and external stakeholders

Key Competencies

• Customer Focused - People Manager
• One Group, one team - People Manager
• Accountable - People Manager
• Agile - People Manager
• Manage Risk - People Manager

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.

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