Job Description

Role Profile Summary

Glasgow Credit Union offer savings, loans and mortgages, but our offering is much wider and ranges from B2B employer partner programmes to our full-service mobile app. We aim to grow our business by delivering improvements to our members' financial wellbeing and believe that only the strongest product proposition and service delivery can achieve this ambition.

As we continue to transform our systems and processes to become a truly mobile first credit union, we want to place our members needs at the centre of our world by building a credit union service proposition that is best in class.

You will be responsible for leading, optimising, and overseeing our business operations function. The role ensures the highest standards of service delivery, operational efficiency, and regulatory compliance, while building a culture of professionalism, delivering continuous improvement and encouraging self-service across all member interactions.

The role will be permanent, full-time and office based at our Glasgow city site.

Role Specific Responsibilities

In this critical leadership role, you will be the on-site duty manager and take ownership for the business operations function and develop your team to be a positive voice for the credit union. The role will involve a broad range of tasks to ensure both direct and indirect reports deliver excellence for our members, ensuring all activities are operated appropriately within our policy framework. Your working day will require you to take ownership for your own and your team's workload, using our bespoke systems and processes to deliver a range of outcomes, including but not limited to:

Developing and overseeing effective workforce management and capacity planning solutions to ensure that the business meets key performance indicators (service levels, quality standards, operational risk, etc.). Identifying training needs and overseeing structured and ad-hoc training, sharing your knowledge and experience, whilst mentoring and coaching direct reports to ensure effective operation of customer facing functions, whilst providing support to the senior leadership team to deliver our strategic objectives. Leading and developing direct reports to drive performance and improve engagement with members through development of a positive environment where colleagues feel valued, supported, and motivated. Implementing a robust people management framework and effectively managing colleague conduct, performance and capability, addressing issues promptly and constructively. Taking ownership for business operational resiliency and day to day management of operational incidents to ensure and improve on business continuity. Developing operational policies and procedures to ensure that all business operations activity is transacted promptly, in a customer focussed way within the regulatory framework. Ensuring all risk-based member transactions and decisions on company systems are completed in an efficient and secure manner through development of an assurance framework for business operations and overseeing regular completion of operational assurance activity. Providing support to the business operations team on a range of complex and escalated judgement calls around customer need and business risk ensuring an empathetic, knowledgeable, and professional service to our members. Interacting directly with our members, as required, on escalated issues using a range of digital and traditional communication channels across the full customer lifecycle of our suite of products and services. Ensuring a fair outcome for all members and continuously improving our Consumer Duty, Customer Wellbeing and Vulnerability policies and procedures. Being the business operations lead on any projects and working within the business to ensure successful delivery of all projects. Supporting the successful operation of the Credit Union by working flexibly and completing any other duties required.

Skills and Experience

To be successful in this role, you'll need to demonstrate:

Experience of working in an operational leadership role within consumer financial services (ideally consumer banking, retail lending or mortgages). That you are educated to degree level with outstanding communication, problem solving and verbal and numerical reasoning skills. An ability to lead from the front with project, task and people management skills, demonstrating ability to balance competing needs whilst ensuring delivery. A passion for service and be excited to develop your team to deliver mobile first solutions that drives new-business growth and retention through service excellence and member satisfaction. You can think logically and have an ability to explain complex situations in simple terms to different audiences. You're resilient and able to be outwardly positive, motivated, energised and continue to inspire your team even when things don't go to plan with an ability to resolve conflict. You have the urge and resilience to challenge the status quo to make things better and be full of creative ideas on how to do things smarter. IT literacy with a strong ability to influence system changes and know how to get the best from new technology. You're able to make good decisions in complex situations where there's often no 'right answer'. You're curious and a fast learner, with a 'can-do' approach to your work.

Benefits

Salary 40-45,000 per annum

32 days holiday plus Bank Holidays

Life Cover 3 x Salary

DBS Pension

Job Types: Full-time, Permanent

Pay: 40,000.00-45,000.00 per year

Benefits:

Additional leave Company pension Life insurance
Work Location: In person