Head of Services & Processing

Application Deadline: Tuesday 10th June

Hybrid Working Pattern: 3 days in Office & 2 WFH

About us

Cynergy Bank is the UK’s human digital bank serving the needs of ‘scale up’ or medium sized and fast-growing SMEs; professionals; high net worth and mass affluent individuals, in essence those market segments that still value human service enabled by great technology.

We recognise that professional and personal lives often overlap and our mission is to help empower our customers to achieve their ambitions by serving all their interdependent banking needs. We provide a comprehensive range of digitally enabled products and services to meet the property finance, business and commercial banking, private banking and personal savings needs of our customers.

Our human and digital model transforms banking for customers who still value a face-to-face relationship that is enabled by the latest digital technology.

We partner with firms such as Google Cloud, Cigniti and Slalom as we continue to innovate in the human digital space.

Cynergy Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Eligible deposits with Cynergy Bank plc are protected by the UK Financial Services Compensation Scheme .

For more information on Cynergy Bank visit

Company Benefits

• Competitive Salary and Company Bonus
• Competitive holiday allowance plus bank holidays
• Option to purchase an additional 10 days holiday
• Pension contribution and Life Assurance
• Income Protection Scheme and Season Ticket Loan
• Medical Cover (After Probation)
• Electric Car Scheme and Money Coach (After Probation)

The Role and Responsibilities:

• Lead the internal and external customer processing functions (on and offshore) and deliver a customer experience strategy that provides a quality premium service across the full range of delivery channels, meets all regulatory obligations and ensures good customer outcomes via in-house and outsourced channels.

• Deliver good customer service outcomes for back office processes and deliverables.

• Ensure cost forecasting is managed effectively and proactively for overall relationship cost to serve.

• Own the end to end customer process review and associated transformation delivery strands from HCL to the Bank, ensuring the Bank project / IT teams and HCL delivery teams are fully aligned to deliver the customer experience transformation to time, cost and quality.

• Ensure committed transformation benefits are realised, post delivery.

• Use Lean optimisation and business process re-engineering to achieve positive customer outcomes, efficiency savings and continuous improvement whilst maintaining operational resilience.

• Ensure customer service directly contributes to upper quartile Trustpilot and NPS results and that third parties are directly measured on this and held to account to drive this outcome.

• Manage the safe and effective launch and embedding of change linked to products, technology, propositions and services into the HCL / Bank operations and associated 3 rd parties.

• Optimise the Bank / HCL partnership for key outsourced customer service operations developing an efficient, flexible, collegiate and customer focussed capability that supports the Bank’s strategic outcomes and Regulatory agenda.

Leadership

• Cover end to end operations leadership and delegated responsibilities in the absence of the Director of Operations, to ensure customer, business and regulatory obligations are met.

• Build and maintain effective cross-functional relationships with all department heads, external partners, and vendors to ensure effective decision making and support delivery of the Customer Experience strategy for the Bank.

• Lead, coach and develop the customer service operations team ensuring all colleagues have the necessary skills and training to perform their role.

• Operate within set budgets and continuously seek opportunities for cost saving and efficiency.

• Ensure all relevant business risks as identified under the Bank’s risk framework are managed and monitored as appropriate.

• Ensure that all material audit, risk or compliance issues and audit action points are concluded promptly and within agreed deadlines.

Essential Knowledge & Experience:

• 10 years of experience in senior management or senior operations roles

• Previous experience of business process management and operational efficiency (such as LEAN).

• Must have experience of building and maintaining effective relationships at a senior level.

• Proven ability to drive outstanding performance and gain commitment through developing, coaching, motivating, energising and inspiring team members.

Desirable knowledge & Experience:

• Previous experience of working in a transformational environment in the Banking industry.

• Strong customer awareness and a proven track record of ensuring customers and the Business is always at the forefront of decision making.

• Experience of managing suppliers e.g. work packages delivered to a high quality standard

• Focused on achieving results.

Behavioural Attributes:

Stakeholder management

Collaboration and communication

Flexibility

Self starter