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- Tasks: Lead your team to deliver exceptional customer experiences and manage daily workflows.
- Company: Join Nationwide, a leading financial services provider with a focus on collaboration.
- Benefits: Enjoy private medical insurance, competitive pension, and generous volunteering days.
- Other info: Flexible working options available; thrive in a hybrid work culture.
- Why this job: Be the 'team captain' driving continuous improvement in a dynamic environment.
- Qualifications: Experience in operations, coaching skills, and a passion for customer service.
The predicted salary is between 35000 - 45000 £ per year.
The Business Flow Leader Specialist is responsible for managing intra-day workflow and daily team performance within the Business Operations Team. Reporting to the Flow Manager/Operations Manager, the Flow Leader Specialist acts as the 'team captain' to team members, ensuring adherence to 'one best way' process and quality control, providing feedback and coaching to colleagues to drive continual improvement.
Business Administration deals with more than 600,000 customer requests per annum and supports various functions within Business Banking. The operational hours of the team are 8am-7pm Monday to Sunday, so you may be required to work across these hours to support business needs. We are happy to consider flexible working approaches to help you perform at your best. This is a 12-month secondment opportunity. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, learn, and feel connected. For this job you’ll be located at our Glasgow hub. There will be a need to regularly connect with colleagues for collaboration events, this is anticipated to be weekly in Glasgow.
The Business Flow Leader Specialist will be delivering exceptional customer experience whilst managing high risk and/or complex queries ensuring risk compliance, internal processes and external regulations are met. By tracking, maintaining, and improving the day-to-day workflow for your team you’ll ensure we meet, and exceed, quality, performance, and productivity targets. It will be critical that you work in line with policy and regulatory requirements to ensure the key controls are always maintained. You’ll ensure all queries are resolved to a satisfactory conclusion and, when necessary, escalated to the Front-Line Manager. You will proactively identify and seek new ideas to improve work and reduce costs through continuous improvement.
What you’ll be doing:
- Delivering exceptional customer experience while managing high-risk or complex queries.
- Tracking and maintaining day-to-day workflow to meet quality, performance and productivity targets.
- Ensuring compliance with risk, internal processes and external regulations.
- Resolving all queries to a satisfactory conclusion and escalating issues when necessary.
- Identifying and implementing continuous improvement initiatives to reduce costs and improve work.
About you:
- Experience of delivering work to meet appropriate key performance indicators (customer-focused) in an operations environment.
- Demonstrable experience of coaching and developing peers or junior colleagues.
- Ability to ensure adherence to 'one best way' process and quality control using Operational Excellence tools and techniques.
- Experience of continuous improvement initiatives alongside strong analysis, prioritisation and problem-solving skills.
- Practical knowledge of the regulatory environment as applicable to Financial Services regulatory SLA's etc.
- Experience of working within a change, or change management role.
- Ability to build relationships with Relationship Managers to deliver for our customers.
- Great attention to detail to ensure that our quality is second to none.
Customer first behaviours:
- Feel what customers feel: step into their shoes, use their feedback and insights to empathise and understand their needs.
- Say it straight: be honest and direct, openly share diverse perspectives to reach the best conclusions.
- Push for better: challenge the status quo, take responsibility for continuous improvement and personal development.
- Get it done: prioritise what will have the greatest impact, be decisive, and take accountability for delivering brilliant customer outcomes.
Benefits:
- Access to private medical insurance.
- A highly competitive pension.
- Access to an annual performance-related bonus.
- Training and development.
- A great selection of additional benefits through our salary sacrifice scheme.
- Life assurance.
- Your Wellhub access.
- Up to 2 days of paid volunteering a year.
Business Flow Leader Specialist in Glasgow employer: Description This
Contact Detail:
Description This Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Flow Leader Specialist in Glasgow
✨Tip Number 1
Network like a pro! Reach out to current employees at Nationwide through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give us a leg up!
✨Tip Number 2
Prepare for those tricky questions! Think about how your past experiences align with the role of Business Flow Leader Specialist. We should be ready to share specific examples of how we've improved processes or coached team members.
✨Tip Number 3
Show off our customer-first mindset! During interviews, we need to highlight how we’ve put customers at the heart of our decisions. Let’s share stories that demonstrate our empathy and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up! After the interview, shoot a thank-you email to express our appreciation for the opportunity. It’s a great way to keep us on their radar and show our enthusiasm for the role!
We think you need these skills to ace Business Flow Leader Specialist in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Business Flow Leader Specialist role. Highlight your experience in managing workflows and delivering exceptional customer service, as these are key aspects of the job.
Showcase Your Coaching Skills: Since the role involves coaching and developing team members, share specific examples of how you've successfully guided colleagues in the past. This will demonstrate your ability to be a 'team captain' and support continuous improvement.
Emphasise Compliance Knowledge: Given the importance of risk compliance and regulatory requirements in this position, make sure to mention any relevant experience you have in these areas. It shows that you understand the operational environment and can maintain high standards.
Apply Through Our Website: We encourage you to apply directly through our website. This way, you’ll ensure your application is seen by the right people and you can easily keep track of your application status. Plus, it’s super straightforward!
How to prepare for a job interview at Description This
✨Know Your Stuff
Make sure you understand the role of a Business Flow Leader Specialist inside out. Familiarise yourself with key performance indicators, operational excellence tools, and the regulatory environment in financial services. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Showcase Your Coaching Skills
Since this role involves coaching and developing peers, be prepared to share specific examples of how you've successfully coached others in the past. Highlight your approach to providing feedback and driving continuous improvement, as this will demonstrate your leadership potential.
✨Emphasise Customer-Centric Mindset
The job is all about delivering exceptional customer experiences, so be ready to discuss how you've put customers first in previous roles. Use real-life examples to illustrate how you've resolved complex queries or improved processes to enhance customer satisfaction.
✨Be Ready for Flexibility
With operational hours spanning from 8am to 7pm, it's important to express your willingness to work flexibly. Discuss any previous experience you have with adapting to changing schedules or working in a hybrid environment, as this will show that you're adaptable and committed to supporting the team's needs.