Customer Onboarding Team LeaderLocation: Sale, Manchester Salary: £40k-£50k The RoleResponsibilities:Coordinate the day-to-day team activities, overseeing workflow queues, prioritisation and case allocation to ensure timely, high-quality and compliant customer outcomesMonitor performance using MI, identifying risks, backlogs or deviations and taking prompt corrective action to maintain service standardsConduct regular quality assurance checks, ensuring adherence to processes, data accuracy and regulatory requirements, with clear feedback and coaching providedMaintain robust record-keeping standards across the team, ensuring all customer interactions and documentation are accurately captured and storedProvide hands-on operational support during peak periods to ensure continuity of service and delivery against SLAsLead daily team huddles to review performance, set priorities and drive focus on key risks, issues and improvement opportunitiesApply structured problem-solving to resolve operational issues at source, escalating where required and supporting consistent ways of workingDrive continuous improvement by identifying trends (including complaints and MI), sharing insights and implementing enhancements to customer experience and processesBuild strong relationships across the wider business, collaborating with stakeholders to share best practice and improve overall onboarding performanceLead, coach and develop a high-performing team, setting clear objectives, driving accountability and fostering an inclusive, engaged cultureManage performance, capability and development through regular feedback, training, succession planning and alignment to the Training & Competence frameworkOversee recruitment, onboarding and employee relations in partnership with HR, ensuring a fair and consistent approachWE WOULD LOVE TO HEAR FROM YOU IF HAVE:Prior experience working with customers, demonstrating high standards of service and providing excellent customer outcomesEffective leadership capability - people management, coaching & development, operational execution and change managementProven experience of working proactively and taking initiativeAbility to work independently as well as collaborate with the team and wider businessHighly numerate with analytical abilityExcellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments Strong interpersonal skills, quick to develop and maintain relationship both internally and externally IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing rolePrevious knowledge and experience of the Asset Finance industry. Good knowledge of Microsoft Products Experience of lean management and applying operational excellence tools or techniques
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