Customer

• Lead, manage and develop a team of colleagues to focus on delivering a high level of customer experience and satisfaction.
• Champion and role model digital education, providing customers with greater digital capability and self sufficiency - including improving their broader digital needs, enabling customers to bank with us through the channel of their choice
• Plan, manage and optimise team capacity (inc. Branch Diaries) through productive use of CRT, deliver effective management of resources and activities within their pool to meet customer demand, ensuring we are there when customers need us
• Build relationships by managing the BM customers process in their branch(es) and pool, being the point of contact for customer queries and visibly owning the ongoing relationships.

Control environment

• Lead the management of risk effectively within the Risk Management Framework including our policies, processes, procedures, supervision and governance to ensure a robust and consistent approach to make the right decisions and do the right thing for our customers.
• Fulfil training and competence scheme requirements to ensure they and their colleague team are compliant and focus on the customer experience to consistently deliver fair outcomes for our customers.
• Maintain own mandatory training requirements and competence. Ensure line managed colleagues maintain the appropriate skills and competence to remain accredited to undertake their role.

Build the business

• Ensure management pool operating model and Colleague Framework best practices are embedded in the branches(s)
• Grow business performance through delivery of individual and team Balanced Scorecard objectives. Work with their specialist business partners, Senior Bank Manager and Local Mortgage Managers to understand what factors influence business performance and use judgement, knowledge of the local market and provided data, to make changes and drive continuous improvement.
• Support the landing and embedding of change initiatives across the branches as required.
• Ensure colleagues take personal responsibility to help customers from our full range of products and services and are proactively identifying and meeting all of our customers' financial needs with fair outcomes, building their knowledge of other banking channels and deepening One Team relationships with Mortgage and Protection Advisers/Mortgage Advisers, Wealth and Business Banking partners (where appropriate).

People

• Regularly assess, develop and recognise team performance through coaching, feedback, 1:1s and Balanced Scorecard reviews, to support and build colleagues' skills and capability.
• Inspire, engage and lead colleagues to embrace the Group's vision, values and behaviours while acting inclusively, creating an environment where diversity is valued, and where colleagues and customers are treated with dignity and respect.