Director of Customer Services

  • Location


  • Sector:

    Property Jobs

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  • Published:

    about 1 year ago

  • Client:


Job Description

Job Purpose To be responsible for the development and maintenance of the Society's Customer-facing business in a way that ensures our customers/members are at the heart of all we do. To hold the senior management function as "Head of Key Business Area" as part of the Senior Manager and Certification Regime. Duties and Responsibilities * To provide strategic guidance on all aspects of the Society's relationships with our customers, ensuring appropriate management and forward planning at all times. * To develop and deliver comprehensive business strategies in the areas of Distribution, Branch Network, Marketing and Digital, ensuring all delivery channels are of the highest standard, easy to use and efficient. * To develop and lead the Society's strategy for community engagement. * To chair the Society's Product Governance Committee and Customer Conduct Forum in line with the terms of reference for each committee. * To actively contribute ideas and influence decisions on all relevant policy decisions and statements. * To form strong relationships with key stakeholders in the business ensuring that your areas of responsibility are fully represented in decision- making. * To be visible throughout the business engaging with staff and encouraging collaborative working across all functions. * To sit as a full member on the Society's executive committee and to participate accordingly. * To attend and contribute to the work of relevant Board committees as required. * To maintain regular and productive contacts with other executives in the Financial Services industry. * To monitor and understand developments in the financial service sector and consider / debate / challenge the possible implications for the Society. * To conduct high level negotiations with business partners to maximise efficiencies and meet corporate objectives. * To identify and assess all business risks in relation to areas of responsibility and to ensure these are documented and regularly updated via the Chief Risk Officer. * To ensure that all staff, systems and procedures are directed towards satisfying customer needs and thereby meeting the principles of conduct risk. * To act as an ambassador for the Society and represent the Society in PR activities, ensuring a suitable profile is maintained in the press and local communities. * To ensure that direct reports, or those being recruited into roles subject to the Senior Manager and Certification Regimes, are fit and proper to perform the role and to also be responsible for issuing (to Certification staff only) the required certificate as evidence of such. * To ensure the highest standards of Prudential and Conduct Regulatory Standards are achieved in all areas of your control. To liaise with the Prudential Regulation Authority (PRA), Financial Conduct Authority (FCA) and Building Societies Association (BSA) as required. * To carry out any other duties as may be reasonably required. Full Job Description and Person Specification included within recruitment pack.