Operations Technical Support Team Leader

Operations Technical Support Team Leader

Salary: c. £47,500 dependent on experience

Hours: 35 hours per week

Contract: Permanent

Location: Hybrid (Office: West Bromwich)

Here at the West Bromwich Building Society we are all about making a you-shaped career. We understand it’s not always easy juggling your career with all the important things outside of work. But with the right opportunities and support we can help you build a career that works for you.

We have an exciting opportunity for highly skilled Operations Technical Support Team Leader. You will be responsible for managing the Technical Support team within operations and optimising resource across Operations and the Contact Centre through effective forecasting and capacity planning, driving effective performance so that KPIs are delivered. Have responsiblility for driving efficiency through effective process design, innovation and automation where possible. They will provide input to Society wide projects including contributing to requirements gathering, identifying and managing risks and influencing outcomes.

Responsible for the management, enhancement and administration of the societies telephony system (Mitel) including the management of IVR, Email and live chat workflows as well as the back-office administration system (Work Manager). They are the key point of contact for Customer Services and operations to both internal and external parties for any technical issues or queries relating to the systems used within the division, providing information and support as required.

This person will also maintain and where possible improve the divisional business continuity plan (BCP) and business impact assessment (BIA) documentation. Ensuring the team are motivated, have a customer centric approach, that work is prioritised effectively, that the Board, ExCo and Operational MI packs are completed on time each month and will liaise with other business areas to gain buy in for any proposed changes or improvements to systems prior to go live.

What the role will look like:

• Effectively manage and develop the Technical Support Team within Operations to ensure any technical issues are resolved quickly to avoid business disruption.
• Drive the Improvement and utilisation of the Society’s Telephony and back-office systems to provide efficiency gains where possible.
• To ensure that the Board, ExCo and Operational MI packs are accurately completed on time each month. Manage the design and implementation of new reporting automation to drive efficiency within the area.
• Working alongside other specialist areas of the business to develop processes and procedures that support the delivery of efficient processes
• To optimise utilisation of resources across all teams, including event driven activity and where gaps are identified, present proposals to address the gaps to senior management
• Ensure the team acts as key interface for Operations in respect of technical queries and failures ensuring that all relevant parties are kept informed, and that appropriate action is taken to resolve issues
To ensure that knowledge and expertise within the team remains up to date and relevant, as systems are updated, upgraded or new functionality is introduced, attending relevant training where necessary.

What you will bring to the role:

• Experience in operations management within the financial services industry, with a focus on customer outcomes, process improvement and risk management
• Strategic thinker, who can plan well considering options and risks.
• Motivated leader with strong leadership, communication, coaching, influencing and mentoring skills to deliver high performance.
• Leading teams through transformational change
• Positive, can-do attitude, adaptable, agile, and innovative.
• Self-aware of personal impact on individuals and in different scenarios.
• Customer centric person who holds genuine interest in customers and their needs, and demonstrates true empathy
• Calm, clear and confident communicator (written and verbal) at all levels
• Strong decision maker; strategic, business and customer level
• Strong analytical and problem-solving skills
• An in-depth knowledge of the Society’s back-office systems and processes
Advanced Microsoft Office expertise (Particularly Excel)

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

We’ve been named one of The Sunday Times’ Best Places to Work and we couldn’t be prouder. It’s a reflection of our warm, inclusive and supportive culture and how much we value our people. But what matters most is how you’ll feel when you’re here because we don’t just want you to fit in, we want you to feel like you truly belong. So when you join us, you’ll find a place that values your wellbeing, supports your growth and helps you build a career that works for you.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at careers@westbrom.co.uk.

Do it today and click apply!

*Please note We reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible*

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.