Role title: Branch Lead - Connect
Type of contract: Permanent
Business Unit: Retail Banking
Level: 4 BKB
F&P: CF 3, CF 4, CF 7 & CF 8
Your Role:
As a Branch Lead, you will lead, coordinate and control the efficient delivery of business objectives and the day to day branch operations in a regulatory compliant manner. You will be required to build and embed a culture of change and drive the success of the Bank's ambition to become Ireland's best personal and business bank through the promotion of our Blackbelt and our Omni-channel model. You will embed an appropriate tone and culture to ensure that all Risk and Conduct requirements are fully adhered to ensuring fair customer outcomes. This will include leading, managing and motivating our colleagues to ensure the Branch is meeting our customer needs. The role involves developing your team to support targeted our Customer Segmentation strategy, promotional activities and new business opportunities to increase new customer acquisition whilst maintaining a positive relationships with existing customers. It is expected that you will seek ways to grow regulatory compliant sales and cross sale activity in line with business requirements. The role will also require the Branch Lead to build and maintain relationships with key partners including supporting the TSM, SME Managers MM Managers' and SFBC.
Your Team:
Direct Reports - 4 to 10 colleagues.
Your team will be responsible for seeking out new business opportunities in the local area and engaging with our existing customers, guiding them and providing them with a world class customer experience. You will work collaboratively with your team to identify new and exciting opportunities to enhance our customer experience and develop the team's capabilities through our Omni-Channel model.
Your Responsibilities:
- Plan and coordinate Branch activities on a daily basis, to optimise branch capacity and efficiencies.
- Supervise and manage a team individuals undertaking CF3 & CF4 roles that are advising on products and/or arranging a financial service for customers of the Bank.
- Coach Branch Colleagues to ensure the key learnings of Blackbelt are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs.
- Drive the management of business development, lead generation and cross sales across the team, ensuring clear visibility on branch and individual performance, empowering colleagues to contribute in order to maximise sales within the branch.
- Provide excellent customer service and advice our customers throughout their product /financial needs journey.
- Work closely and build relationships with Field Based Sales Consultants, SME Managers and Territory Sales Managers.
- Co-ordinate sales activity in the branch in collaboration with the territory team, led by the Territory Sales Manager.
- Actively manage the risk and control agenda so that all standards are met including the successful completion of BRQ, to ensure that risk is minimised and work is completed in a regulatory compliant manner.
- Ensure the team fully understand their impact on compliance, and embed the term 'right first' time, recognising good compliant performance. Lead by example.
- Proactively engage colleagues to deliver for our customers, new and existing to ensure we met our customers' needs while maintaining satisfaction and generating new business.
- Understand and promote the customer segmentation ethos.
- Optimise the various sales support tools and channels (e.g. activity management, SMART calendar, CVM Campaigns etc.), to increase revenue for the business.
- Ensure Branch team/s are fully compliant with industry standards and regulations at all times.
- Create a culture of learning through supporting the development and performance of staff within the team.
- Celebrate success and address under performance in a timely and effective manner, by providing regular performance feedback and conducting regular documented performance reviews, identifying and resolving issues effecting individuals progress.
- Work with TSM to ensure succession plan
- Ensure the management and adjudication of complaints is operated within your branch in accordance with Group Policy and Procedure and adjudicates on escalated complaints from those reporting into you.
- Drive a compliance culture in the branch and ensure sales and services are delivered according to policy.
- Complete all management checks with due diligence and accuracy including;
- Management balancing of ATM's and SSBM's
- Management balancing of each teller (cash desk and TCR)
- Management reserve balancing
- Management coin balancing
- Management check of marked notes
- Management checks of relevant registers
- Management oversight of cash orders and remittances
- Management oversight of the cash area, including teller dockets, cash and coin levels, general maintenance of cash area including tidiness to ensure customer documentation is not in view.
- Take ownership for decisions within the team and facilitates engagement of others in the decision making process.
- Acts promptly when decisions are needed and use sound and insightful judgement using logical and relevant information.
Requirements:
Essential
- Full QFA with up-to-date CPD hours for the relevant CPD years.
- Have a number of years' proven experience in retail finance sales and service ideally at Branch level.
- Proven leader with an innate ability to motivate a sales team to deliver on objectives.
- Deep knowledge and understanding of the Bank's products and services.
- Competitor knowledge and market awareness.
- Knows how to approach business development and selling based on a track record of achievement in sales.
- Excellent customer service and relationship management skills.
- Proficient at Microsoft Office suite.
- Full Valid Driver's Licence
Competencies for Your Role / Behaviours for Success:
- Accountability & Decision Making
- Customer Focus
- Commercial Growth
- High Performance Teams
- Risk Management
Your Wellbeing:
The wellbeing of our employees throughout all stages of their career and personal lives is of paramount importance to us. As part of the Bank's investment in employee wellbeing, we offer a range of programmes and benefits to assist and support our people. As part of our Employee Proposition, our people are provided with a range of financial, physical and emotional health and wellbeing programmes and benefits.
At the Bank we embrace a range of smarter and more flexible ways of working for employees at every level of the organisation including home working. More details on options available will be provided to you during the recruitment process.
Fitness & Probity: CF 3, CF 4, CF 7 & CF 8
This job is a controlled function as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that the appointee meets the requirements as set out in the Fitness and Probity standards issued by the Central Bank. This requires the company to complete prescribed due diligence to assess the appointee's fitness and probity.
Individual Accountability Framework: CF 3, CF 4, CF 7 & CF 8
As a role carrying a CF designation, the role holder will also be subject to the Common Conduct Standards under the Central Bank of Ireland's Individual Accountability Framework and will be required to take reasonable steps to ensure the Conduct Standards are met. The role holder will be required to possess and maintain the appropriate technical knowledge required to perform the role and to understand the regulatory obligations to which they are subject as a CF to include, without limitation, the Common Conduct Standards and the Fitness and Probity Standards.
Minimum Competency Code: CF 3, CF 4, CF 7 & CF 8
The Minimum Competency Code (MCC) 2017 sets out the minimum standards of skills and knowledge for employees providing advice, information and associated activities in connection with retail financial products, the appointee must meet the specific MCC requirements to perform this role. Additionally, for MCC roles, there are continuous professional development (CPD) requirements. Further details on Fitness and Probity and/or MCC due diligence are available from HR.
