UK Customer Relations - Senior Manager

What is the opportunity

A fantastic opportunity to join a new and dynamic leadership team to drive the transformation of the Banks UK Customer Relations operation. If you have a passion for leading the delivery of exceptional customer service by putting customers at the heart of everything you do, then this exciting new role could be for you.

Part of the Senior Leadership Team, you will lead our Vulnerability, Data, QA and RCA operation, playing an integral part in setting the standards and delivering transformation across the area.

In this role you will:

• Setting the standards and expectations for our "customer first" customer service operation.
• Leading change and transformation across departmental processing, policy, and structure.
• Delivering productivity expectations, ensuring fair outcomes delivered to customers through robust and well documented processes.
• Embed capacity and operational management models ensuring business and customer demand is met whilst also balancing the cost agenda.
• Design and launch Customer Relations Business Intelligence strategy to UK stakeholders and partners.
• Drive RCA evidenced change across the business unit.
• Undertake "sustain lead" role across Operational Excellence activity.
• Leading 2nd Line and GIA actions linked to complaints.
• Lead workflow supplier management.

What will make you stand out?

Evidenced experience of operating in customer focused financial services businesses.

Strong decision making ability with customer focus.

Well developed leadership experience in high pressurised and fast moving operations.

Strong relationship and stakeholder management skills.

Ability to deliver high quality against demanding deadlines and productivity expectations.

Strong change management experience.

Ability to identify and deliver rich MI insight for the business.

Essential Qualifications

There are no minimum educational requirements for this role.

More about the team

The UK Customer Relations Senior Manager role, sits within UK Customer Relations, part of the Office of the Chief Operating Officer, BoI UKPLC.

UK Customer Relations includes the Bereavement Unit, Data Subject Request fulfilment, handles the relationship with our complaint platform supplier, localised Root Cause Analysis and complaint handling.

Activity is regulated by the FCA, GDPR and best practice for deceased and vulnerable customers.

The introduction of Consumer Duty has strengthened focus on delivery of good outcomes for customers.

Why work with us

The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 26 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Customer Focused - Leader
• Champion Transformation - Leader
• Accountable - Leader
• Manage Risk - Leader
• Agile - Self

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.