Description
Service Manager - Banking - Digital
Edinburgh
£pd
6-12months +
Change Management, Financial Services, Banking, Commercial Banking, Digital, Service Manager, Project Management, client migration, migration, client, client support, colleague, colleague support, helpdesk, online, issues, queries, resolution, remediation, development, implementation, service improvement, service delivery, communications, MS Office
Our leading UK Banking client are looking for multiple Service Managers, to support the ramp up of their Commercial Banking Online client migration activity in 2018.
The chosen individuals will be multi-skilled to support investigation and resolution of migration queries for clients and colleagues across both second and third line support with office based and face to face support.
The migration activity in question, will move clients from the Legacy online banking channels, onto the Commercial Banking Online channel for Commercial clients.
Requirements of the role
Providing Excellent Client & Colleague Support: Exceed the expectations of internal and external clients through the quality of service and support, meeting their needs and demonstrating the added value of the service provided through a combination of oral communication; written communication; technical understanding, organisational awareness, procedural and product knowledge expertise and organisation skills.
- Delivers courteous and prompt service in a professional manner
- Always delivers what has been promised
- Develops understanding of client needs and concerns
- Takes Personal responsibility for resolving client queries and issues. Strives to exceed expectations
- Strong time management and organisation skills are required managing and prioritising work and travel requirements
Attention to Detail:
- Ensures that information is correctly processed, and that work complies with relevant internal/external rule, procedures and regulatory requirements.
- Checks work and correct mistakes promptly.
- Works within limits of authority, seeking guidance when unsure
- Completes all aspects of a task
- Conducts checks to assess levels of accuracy and completeness
- Checks own work is accurately fed into Bank systems if required
- Consults with Manager before deviating from an established work processes
- Clarifies information and asks for support rather than risk mistakes
- Completes all documentation accurately
Team Working:
- Works co-operatively with others: openly exchanging information and supporting colleagues from around the organisation to achieve the business objectives.
- Makes full contribution to successful team performance
- Demonstrates personal commitment to the decisions of the team
- Shares information with colleagues about team activities and progress
- Supports colleagues ensuring that team performance targets are achieved
Adapting to Change and Uncertainty:
- Improves personal effectiveness in response to changes at work by identifying new learning and self-development opportunities that arise from the change and working towards them.
- Learns new skills to maintain the overall efficiency
- Develops own skill set to meet challenging requirements
- Sees change from the perspective of the customer
- Learns about new products/procedures/services as they are launched
Desirable Skills/Experience
- Project/Change Management
- Client focussed
- Flexible and ability to prioritise
- Work collaboratively
- Show leadership qualities including confidence and ability to listen to others.
Change Management, Financial Services, Banking, Commercial Banking, Digital, Service Manager, Project Management, client migration, migration, client, client support, colleague, colleague support, helpdesk, online, issues, queries, resolution, remediation, development, implementation, service improvement, service delivery, communications, MS Office