Customer Experience Assistant Manager in Leeds

About Waystone

Waystone is a leading asset‑servicing solutions provider of institutional governance, administration, risk and compliance services to financial institutions.

With over 25 years’ experience and a comprehensive range of specialist services to its name, Waystone helps our clients structure, operate and grow through our expertise, innovation and digitisation, backed by the operational scale to support global expansion.

Summary

Reporting to the Customer Service Manager, the Assistant Manager will provide leadership, coaching, support and performance oversight to a high performing customer‑centric team of circa 10 individuals with varying degrees of experience, skill and tenure in a complex and regulated environment.

Working closely alongside other members of the leadership team, the role holder will need to be a self‑starter and self‑sufficient at times with the capability of working both within a close‑knit team and independently as required.

Assistant Managers are responsible for leading their teams to achieve Key Performance Indicators (KPIs), client service standards and embedding first‑class customer service practices and enhancing the customer experience at every touchpoint.

Each employee has a responsibility to adhere to Waystone’s policies, procedures and service level agreements.

Essential Duties and Responsibilities

• Lead a Customer Service team to deliver on business and client KPIs and SLAs.
• Engage in both strategic and tactical objective settings to support and shape operational service goals.
• Responsible for executing appropriate people activities, for example but not limited to performance reviews, monitoring of mandatory training completion, probation reviews and 1:1 meetings, seeking support as and when required.
• Ensure operational controls are carried out in accordance with laid down procedures, to ensure the ongoing mitigation of business risk.
• Working with the wider management team, champion and embed new ways of working across the team and foster a high‑performance, continuous improvement culture.
• Maintain and manage a good overview of the resource position and requirements to fill gaps.
• Use appropriate MI to identify and manage performance, elevate concerns and provide suggestions for solutions.
• Maintain up‑to‑date process and procedure reviews as appropriate.
• Work closely with wider department leaders to ensure common goals are shared and executed.

Requirements

• Strategic Focus
• Lead a Customer Service team to deliver on business and client KPI’s and SLA’s.
• Engage in both strategic and tactical objective settings to support and shape operational service goals.
• Responsible for executing appropriate people activities, for example but not limited to, performance reviews, monitoring of mandatory training completion, probation reviews and 1:1 meetings, seeking support as and when required.
• Ensure operational controls are carried out in accordance with laid down procedures, to ensure the ongoing mitigation of business risk.
• Working with the wider management team, champion and embed new ways of working across the team and foster a high performance, continuous improvement culture.
• Governance & Risk
• Take an active role in management, oversight, training and coaching around breach recognition and prevention.
• Ensure all team members, and self, are up to date on the required skill set and mandatory learning to maintain standards, manage service requirements and reduce risk.
• Engage in Compliance and oversight initiatives as appropriate.

Experience and Personal Attributes

• Previous people management experience.
• Previous experience of working within a regulated environment.
• Proven customer centric mindset, with natural desire to problem solve.
• Demonstrate consistent role model behaviours and advocate a professional culture in others.
• Excellent ability to effectively communicate at all levels and with external stakeholders.
• Outstanding interpersonal skills with the ability to build relationships at all levels and with external stakeholders.
• Highly organised with the ability to adapt to changing priorities.
• Ability to remain calm under pressure and work in a fast‑paced environment.
• Strong influencing skills.
• Support Leadership teams when required.
• A self-starter with a positive ‘can do’ attitude; willing to always take ownership for delivery of service standards.
• Be focused and active on becoming multi-skilled for own development.
• Be able to support others with own knowledge and skills.
• Provide coaching and feedback to operational/CSC teams as appropriate.

Desirable

Attained or working towards full (3 modules) of IOC qualification.

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