Divisional Lead

This is a great opportunity to bring your best self to work each day, encourage, develop and coach your team to provide a WOW service in a culture built for success. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people power and drive exceptional performance.

Key Responsibilities

• Model exceptional customer service, continuously improve how we support customers, and own end-to-end service and complaints journeys across Consumer Banking and Personal Investing.
• Bring teams together across squads, projects, and functions to continuously improve operational and business performance, delivering better outcomes.
• Spot what’s coming next, identify business needs and challenges early, and take ownership to deliver solutions.
• Optimise both the customer and employee experience, creating those moments of truth when they really matter.
• Deliver against operational KPIs, financials, and people metrics, while supporting sustainable team wellbeing and performance.
• Share clear updates and insights (what we’re learning, what we’re changing, and what’s next) with leadership.
• Be comfortable with ambiguity, bringing structure, prioritisation, and sound judgement.
• Champion an inclusive culture that reflects our customer base and supports high performance.
• Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice.
• Model and drive adoption of AI-assisted tools to improve productivity, quality, and consistency—coaching colleagues on effective, responsible use.

Required Capabilities & Skills

• End-to-end people leadership: hiring, interviewing, onboarding, performance management (incl. PIPs), succession planning, and building a sustainable talent pipeline aligned to the 6/9/12+ month business need.
• Workforce & capability planning: spot team gaps early and translate them into data‑backed, measurable SMART goals (capacity, skills, quality, productivity).
• Coach‑first leadership: balance coaching vs. telling, develop others through regular feedback, recognition, and practical support to sustain performance and colleague wellbeing.
• Culture & engagement: lead by example to build a high‑trust, inclusive environment where people can bring themselves to work, with strong motivation, energy, and accountability.
• Customer & colleague experience focus: deep understanding of banking contact centres/digital service, using “out of the box” thinking to resolve inquiries fairly and consistently.
• Multi‑channel operational expertise: become a multi‑channel expert across platforms/functions and drive “right first time” delivery (including in virtual/remote team environments).
• Clear communication of vision: strong written/oral communication and presentation skills to align teams to priorities, goals, and expectations.
• Continuous improvement / Operational Excellence: critical thinking and root‑cause problem solving to champion and own change, reducing process waste and unnecessary cost while improving outcomes.
• Customer insight & knowledge‑sharing: research customer behaviour, convert insights into improvements, and share learnings across peers and the wider team.
• Brand & leadership presence: act as a consistent role‑model and advocate for the brand, standards, and ways of working.
• Learning mindset: continuous self‑development and active development of others to scale capability over time.
• Senior stakeholder partnership: work closely with Customer Service Onboarding and Banking Operations leadership to ensure exceptional service as the organisation scales.
• Agility & Adaptability: exhibits agility in adapting to evolving business needs and leads change management efforts across tools, systems, and product developments to ensure smooth adoption and minimal disruption.

Product and Knowledge Expectations

• Working knowledge of Consumer Banking and Personal Investing products (e.g., digital banking journeys, common customer inquiries, investment knowledge, product knowledge and resolution paths).
• Ability to develop and support teams servicing banking and investment‑related customer needs.

Required Qualifications and Experience

• Banking/financial services knowledge (including brokerage/pensions/investments exposure).
• Time management & prioritisation.
• Delegation.
• Project/initiative delivery (idea → planning → execution → follow‑up).
• Banking / financial services experience.
• Contact centre experience.
• Digital fluency across channels.
• Leadership experience.
• Performance management & coaching.
• Proficiency with browsers/tabs/windows and instant messenger tool.

Equal Opportunity Employer

We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.