SHAWBROOK BANK

Responsibility

• customer Service & Experience
• delivery - Enterprise
• mortgage Operation TML
  Show more +76
• redhill, GB
• london, England, GB
• glasgow, Scotland, GB / Flexible
• posted on July 18, 2023
• posted on August 29, 2023
• posted on June 7, 2023
• the Opportunity
• shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day
• support the embedding, operation, and maintenance of the Asset Finance Risk Management function within Digital SME Lending
• customer Experience Analytics - To monitor customer conversion / activity and key points of customer friction or drop-out
• developing, managing and refining Collections and Recoveries strategies
• we offer a diverse range of savings and loan products
• developing managers and colleagues to be the best they can be, whilst delivering best in class customer service
• prepare and present credit applications as required for new business and in life management processes
• the role is to simplify complexity into clear and actionable plans
• ensure that the business has appropriate MI and reporting to track performance and drive improvements
• by bringing meaningful quantitative and qualitative insights to bear, you'll bring the voice of the customer to every engagement
• deliver software development projects using Agile and hybrid development methodologies
• use existing data from tools such as Power BI, MS Dynamics etc, but also gathering deeper insights e.g., from targeted surveys
• manage the relationships with Collections outsourcers, Debt Purchases and DCA's
• organise and facilitate project meetings, daily stand-ups, progress reviews, Steering Committees and release planning and demos
• assist in the development of systems, processes and procedures to deliver an efficient and effective AF Risk operation
• you'll have an eye for financial performance, driving new customer origination through multiple channels and meaningful digital experiences
• contribute to the management, embedding and integration of policies, procedures and process documentation to comply with all internal and external requirements
• ensure project teams are practising the core principles of collaboration, prioritisation, team accountability, and visibility
• we rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen
• ensure adherence to risk and compliance frameworks are sufficient to ensure the strategies conform to the organisations legal and regulatory requirements
• update project tracking systems to provide transparency on delivery progress
• manchester supporting Invoice Finance/ABL clients and responsibilities in line with approved Mandate for Payments, Adjustments and Lloyds 3rd Authorizer
• deputise for Head of SME Digital Lending Growth
• by being creative, practical, and personal, we know we can always find the right solution for our customers
• using data to recognise trends, and make decisions. Understanding collections and customer data to improve operational efficiency
• all Business Finance products and processes are within the scope of this role
• assist with internal and external communication, improving transparency, and radiating information
• if you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person
• shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank
• also ensure our Customer Experience tracking provides insights from before and after any change is made
• documenting policies, processes and procedures for Collections & Recoveries
• to lead the effective implementation of the business strategy into the Client Support teams and help the business grow through ensuring efficient and effective client journeys
• work with Head of Digital SME Growth to develop and execute a digital lending strategy for Business Finance to open new channels and drive traffic through existing digital infrastructure in partnership with the group Product function and Group Risk
• identify and remove blockers and prevent distractions that interfere with the ability of the team to deliver their goals
• shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses
• facilitate discussion and conflict resolution
• customer Journey Optimisation - Working closely with internal and external partners to conduct deep dives into points of dropout or friction and defining what might be done
• analyse Customer and Supplier portfolios, recommend or execute appropriate actions in response to findings or Early Warning Indicators or make suitable, informed recommendations to DSL management or Group Risk as appropriate
• from personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same
• our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business
• familiarity with relevant regulation, including CONC 7, the Consumer Credit Act etc
• empower the teams to self-organise and recommend improvements and assist in changes to best practice
• manage and deliver Open Banking solutions to any digital lending journey, working with Sales and Product to deliver maximum adoption
• we give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes
• the Person
• this will include work on assessing our competitors in the market and other useful comparisons along with identifying points of customer friction, dropout, and any potential conduct challenges we need to consider in line with Customer Duty regulation
• lead the strategy and process for regular debt sales and the optimal timing for their execution to maximise returns for the business and maintain good customer outcomes
• solid understanding of credit policy governance framework and is able to work through 2nd/3rd line of defence in a competent manner
• key Relationships/interfaces: Business and functional leaders, Risk Partners, Business Implementation and Product Teams, Existing Staff incl, External Suppliers
• specific responsibility for working with Product Management and CTO to create a best-in-class SME digital lending journey including optimisation of auto-decisioning and all related processes
• ensure risk events & complaints logged
• middle office risk process optimisation for any digital product
• test Design and Evaluation - Using these insights - propose and prioritise tests that could improve our Customer Experience. Leading the test structure and robust measurement of these tests to ensure winners can be rolled out
• strong experience in Retail Mortgages - specialist lending experience an advantage
• you have a strong understanding of the regulatory environment, especially around vulnerable customer treatment and Consumer Duty
• staffing : Direct staff - Management of line managers and front line
• demonstrate controls and checks and all mandatory training completed in line with standards and timelines through attestations/audit
• journey Changes - Working closely with our Change & IT and Marketing & Sales teams as journey SME to ensure that we have tested any changes before and after they go live
• level of Authority/Decision Making/Mandate/Budgetary control: Mandates as per role
• monitor operational service delivery against agreed targets, anticipating issues and acting where necessary to ensure that performance is always maintained at the agreed standards
• drive and detail focus – the determination to deliver on time and to ensure the Customer first approach
• previous collections experience
• monitoring team performance and management on a regular basis addressing any development areas or skills gaps and staff develop
• responsible for ensuring SME Lending Management team have appropriate MI working alongside Enterprise Strategy team to produce the reporting
• ability to analyse data to drive actionable insights to continually improve customer and business outcomes
• you may have experience managing outsourced Collections agent teams and holding them to a high standard
• to ensure all client enquiries are actioned promptly and correctly by the team in accordance with Shawbrook policy and procedures, adhering to SLAs and expected quality standards
• deputise for the Head of Product and Proposition at committees when needed and support on papers/projects
• work with Head of Digital SME Lending Growth to optimise SME Lending proposition including the creation of new channels, lending products and associated processes / policies

Current offers for the position:

Responsibility

• commercial
• mortgage Operation TML
• customer Service & Experience
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• to work as a member of the Underwriting Teams in order to deliver the origination levels required by the Division
• manage the Execution of consumer loans to policy in a timely, efficient and consistent manner
• brentwood, England, GB
• camberley, England, GB
• peterborough, England, GB
• london, England, GB
• using the companies and industry's processes and policies to evaluate the customer’s credit needs along with risk and exposure
• posted on October 6, 2023
• posted on September 5, 2023
• posted on July 25, 2023
• posted on June 8, 2023
• responsibilities include the writing of detailed credit papers for submission to Group
• underwrite referred deals to the level of the agreed mandate and within agreed SLAs
• the Opportunity
• to deliver favorable customer outcomes in terms of credit assessment and customer experience
• maintain knowledge of the company and industry policies and processes and products
• ability to adopt a pragmatic approach to underwriting bridging loan mortgage applications in line with criteria, policy and approved lending mandate
• investigate potential frauds/PEP/BoE matches
• shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day
• to embed both the Bank and Division’s Risk Management Framework within all activities within the underwriting teams
• refer applications to higher mandate holders where necessary
• to deliver high levels of accuracy and attention to detail in data input and all written communication produced
• we offer a diverse range of savings and loan products
• management of the verification process for individuals
• accountability for all individually assigned cases and mentoring/advising less experienced underwriter colleagues in reviewing and assessing their respective pipelines
• decision checks- Formal monthly review of decision sample
• manage customer and partners complaints and escalate where necessary
• ability to work efficiently whilst maintaining accuracy and a high quality of work under pressure in order to meet tight deadlines
• we rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen
• to communicate and escalate potential issues/risks in a prompt and effective manner
• to identify areas of improvement in relation to the customer journey
• by being creative, practical, and personal, we know we can always find the right solution for our customers
• to deal with all internal and external telephone & email enquiries efficiently and within company standards
• to analyse and understand credit risks being presented and ensure both Asset Class Policies and Lending Policies are understood and respected across First and Second Lines of Defense
• if you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person
• to understand and analyse key items such as credit searches, bank statements, financial accounts, property valuations and business appraisals in order to make informed lending decisions, and ability to assess the applicant’s portfolio, where applicable, in line with the PRA requirements undefined
• NOTE: Employees can work remotely
• ensure complete data integrity and adherence to process
• from personal and business savings accounts and loans for weddings and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same
• the role holder will be required to exercise a delegated lending authority initially of up to £1.25m and participate in ad hoc projects as required
• to embrace the principles of treating customers fairly and responsible lending in all decision making
• from personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same
• ability to develop a solid rationale for those cases outside of own lending mandate or company lending policy and communicate findings to Credit Risk department for their consideration
• to build successful working relationships with external contacts such as brokers, customers, surveyors and solicitors as well as internal teams such as administrators, completion officers, credit risk and finance to ensure all lending requirements are satisfied prior to release of funds
• we give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes
• to act as a subject matter expert for Credit Risk within the Underwriting and Completions teams, engaging with all stakeholders to support the achievement of applicable objectives
• the role holder will be required to exercise a delegated lending authority of up to £2.5m and participate in ad- hoc projects as required
• the role holder will be required to exercise a delegated lending authority of up to £2.5m and participate in ad hoc projects as required
• to effectively manage a pipeline of c55 cases through to completion, ensuring both company service standards and the lending policy is complied with throughout
• the role specialises in larger, complex transactions and requires extensive interaction with key stakeholders including Group Risk, Head of Underwriting, National Sales Manager and members of both Complex Deal Forum and Credit Approval Committee
• to report all issues of regulatory concern to the Senior Manager and/or Head of Underwriting, and/or the, Director, Real Estate Underwriting and Completions, or the Bank Legal and Compliance Departments
• dealing with retailer and customer product enquires via telephone and furnishing them information in answer to their queries and to deal with complaints in accordance to the complaints policy
• when required, supporting Sales colleagues with Lender / Client training and communication days
• ensure a good understanding of all the company’s policies, procedures and compliance guidelines, installing the principles in your daily practice to protect the company from any associated risks undefined
• act as a 1st line senior underwriter for new credits, and facility reviews

Trade

• accounting
• Accounting

Current offers for the position:

Responsibility

• marketing
• we’re looking for a data-hungry marketeer to help us engage with our customers at a deeper level to establish enduring relationships
• without a physical branch network, for the majority of our customers and introducers Shawbrook only exists digitally
  Show more +41
• london, England, GB
• posted on September 19, 2023
• posted on July 31, 2023
• posted on June 27, 2023
• the role requires a deep understanding of customer behaviour, data analysis and a passion for creating meaningful customer experiences
• the Opportunity
• establish a comprehensive performance marketing strategy to promote Shawbrook digitally and to acquire new customers and qualified business leads
• you will be an ambassador for personalisation, championing the customer and delivering thoughtful communications that engage our customers throughout their lifecycle
• shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day
• key Role Responsibilities
• we offer a diverse range of savings and loan products
• work with our People and out-sourced recruitment partners to help attract the very best talent into the organisation
• manage the end-to-end delivery process from planning customer campaigns, to build and delivery
• this role will have responsibility for implementing, overseeing and optimizing data-driven customer engagement and retention communications across the bank, with a focus on increasing lifetime value
• we rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen
• to create a truly digitally-enabled business we are engineering an innovative customer-first and scalable public web estate, which is fully integrated with our secure applications and services through shared technology, infrastructure, standards, design system, content management system and data
• by being creative, practical, and personal, we know we can always find the right solution for our customers
• we also take the brand beyond our own real estate into other third-party digital environments including social media, search, digital marketplaces, third party publishers and networks
• you will also be passionate about staying up-to-date with the latest SEO and digital marketing latest trends and best practices
• the role of Performance Marketing Manager is to leverage performance marketing techniques including search engine marketing, digital advertising including programmatic, affiliate management and partnerships to attract prospective customers to Shawbrook
• if you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person
• create a dynamic digital footprint for Shawbrook, using SEM , Networks, Programmatic and other performance marketing tools to place us within a digital arm’s reach of our customers and prospects
• working alongside performance marketing and data teams to build a 360 understanding of our customer database and key segments within it
• the Person
• work alongside our Consumer Marketing team to 1) acquire deposits at scale, cost efficiently, by leveraging our brand and the strength of our proposition to target specific customer groups; and 2) increase our existing direct personal loan distribution capabilities, applying innovative strategies and initiatives that can be scaled-up across the wider portfolio
• establish key performance indicators to measure the success of activity and customer engagement, and report them on a weekly/monthly/quarterly basis
• from personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same
• work alongside our Enterprise Marketing team to 1) support needs-driven thematic campaigns to acquire high-value qualified SME finance leads; and 2) launch our digital SME loan proposition direct to UK small business owners; and
• marketing lead for customer data management, working with business data teams to establish a complete, compliant and clean view of our customer datasets to support the delivery of data-driven customer communications
• customer marketing strategy development: develop and implement a comprehensive plan to drive customer retention, engagement, and customer lifetime value
• we give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes
• familiar with performance marketing activities to drive online customer acquisition, ideally across both B2C and B2B markets
• these outcomes and commercial areas of focus will require you to do what you do best, working within the Marketing team and managing our external agencies
• passionate about keeping up with current trends and best practices
• establish a test and learn, data-driven approach to customer relationship marketing. Delivering A/B and MVT testing on key channels where applicable to drive constant optimisation
• day-to-day activities will include the development of strategies and campaigns using customer insight; execute test and learn protocols using data and qualitative insights to continuously optimise activity; report on performance and ROI; monitor and analyse competitor activity; and research and recommend new channels, techniques and tactics to keep us one step ahead
• define and analyse customer segments and create custom optimisation plans, getting the right message to the right customer at the right time
• some knowledge of bid, ad-serving and network management tools and platforms
• experience with website analytics tools
• proven Search Engine Marketing experience, including the successful management of PPC campaigns across Google٫ Yahoo and Bing as well as the design, implementation and continuous optimisation of Search Engine Optimisation programmes
• strong analytical skills

Trade

• customer Service
• Customer Service

Current offers for the position:

Responsibility

• saving
• brentwood, England, GB
• proactively manage the performance of the team through a monthly 1-1 and annual appraisal
  Show more +35
• posted on September 15, 2023
• develop the skills of the team through a documented program of coaching, sampling and feedback
• the Opportunity
• utilise performance management tools to address any under performance
• shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day
• we are looking for a talented leader who has experience running a team that responds to the Financial Services Ombudsman
• we offer a diverse range of savings and loan products
• lead team, allocate work, create discussions in the team with effective communication
• assist the team with underwriting of loan applications during times of high volumes
• to provide support to the Head of Customer Resolution in improving the complaints operations, processes and controls
• the key task of the Underwriting Team Leader is to provide leadership, guidance and motivation to a team of Underwriters to ensure that they provide an efficient and accurate level of underwriting and risk assessment to the highest levels of customer service at all times
• manage workloads and SLA’s on a daily basis
• we rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen
• hold and minute monthly team meetings
• ops Loss & Loan Cancellation Mandates
• by being creative, practical, and personal, we know we can always find the right solution for our customers
• ensure effective day to day complaint management delivery across the team in line with Bank standards and regulatory requirements
• if you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person
• develop the team through coaching and performance management, identifying training needs alongside learning and development
• responsible for the working patterns of the team, ensuring coverage is in place across the divisions opening hours. Make amendments due to swaps, coverage and distribution of rota to the team
• the role is a great opportunity to build excellent stakeholder relationships, inspire and lead a team of permanent and short term resource in the delivery of effective resolutions and a chance to be part of strategic discussions on how we approach dealing with escalated cases
• to lead and direct a team of Complaint Executives to ensure delivery of fair customer outcomes in adherence with regulatory guidelines Bank standards and in keeping with TCF Principles
• identify areas for continuous improvement with a problem-solving approach to drive exceptional customer service and outcomes
• ensure that all team members are aware of the importance of compliance and regulatory requirements including mandatory training
• from personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same
• provide detailed MI and root cause analysis to management with analysis and findings
• we give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes
• FOS, Exco, OpCO, Suppliers, Retailers, Customers, Consumer Lending Teams, Savings Teams, Business Finance Teams, Commercial Lending Teams, Residential Lending Teams, Finance, Legal & Compliance Department, Customer Operations Department, Target
• complete daily quality control checks to assess competency level in line with the T&C framework
• direct support to Savings Operations Manager- Deputise/assist with CSR schedules, Team meetings, area updates when on AL
• compile management information, analysing the data to identify trends and initiate corrective steps to improve business performance and service levels, and the effectiveness and efficiency of the underwriting team
• escalation of any problems or issue to management or where appropriate to the Risk & Compliance teams
• manage and monitor change within the team to ensure full co-operation and adherence to change so that all change programs are implemented and maintained in a positive and timely manner, with an emphasis on ‘right first time’
• support with customer calls/secure messages when the business requires support – escalations, complaints and complex cases which requires senior involvement
• the role holder will be required to exercise a delegated lending authority of up to £500,000 and participate in ad hoc projects as required

Trade

• accounting
• Accounting

Current offers for the position:

Responsibility

• delivery - Enterprise
• you'll be guiding and maturing a new delivery team in the ways of agile working
• london, England, GB
  Show more +18
• the Scrum Master is responsible for software product delivery across one or more development teams
• posted on October 2, 2023
• the Opportunity
• take ownership of planning, daily stand-up meetings, reviews, retrospectives and sprint and release planning ceremonies
• identify and remove blockers and prevent distractions that interfere with the ability of the team to deliver their goals
• working closely with the Product Owner and Technical Lead, the Scrum Master ensures that the prioritised product backlog is delivered in a timely and effective manner
• responsible for ownership of project planning, daily stand-up meetings, reviews, retrospectives and sprint and release planning sessions, the Scrum Master ensures that the team follows agile processes and best practice with due attention to accountability and visibility of activity by means of monitoring and tracking systems and processes
• facilitate discussion and conflict resolution
• shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank
• empower the teams to self-organise and recommend improvements and assist in changes to best practice
• the Scrum Master is expected to foster a collaborative team working environment, encouraging and supporting self-organisation of the team with a strong emphasis on individual empowerment and personal responsibility
• the role requires strong stakeholder management and communication skills and the development and maintenance of close working relationships with other key delivery functions including the Head of Delivery, Product Owner , Technical Lead, other Scrum Masters and Application Support Engineers
• shawbrook is driven by a purpose to solve complex problems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses
• the Person
• our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business
• ensure the team follows agile processes and best practice with attention to accountability and visibility of activity through monitoring and tracking systems and processes
• foster a collaborative team working environment, encouraging and supporting self-organisation of the team with a strong emphasis on individual empowerment and personal responsibility
• ensure that team commitments on delivery are met and that agile principles are adhered to, practising the core principles of collaboration, accountability, and visibility

Requirements

• certificated Scrum Master or Experience of Kanban, Extreme Programming and LEAN ways of work or Software
• development Lifecycle
• sound knowledge of Agile methodology
  Show more +4
• at least 3 years Experience in the full SDLC leading software teams
• minimum of 2 years a as a scrum master
• deep expertise in Jira and confluence- planning and coordination using the organisation's enterprise tools is essential
• reward

Trade

• software Development
• Software Development

Current offers for the position: