Job description:
Beverley Building Society is one of the UK’s longest-established building societies — proud of our 150+ year heritage and excited about our future. We're looking for a Branch Savings Manager to join our growing team.
Core objectives of the role:
- Lead the Savings Operations function, working with the Head of Product and Customer Outcomes to deliver a compliant, efficient and member-focused savings service that supports the Society’s growth strategy, strengthens member retention and provides excellent outcomes across branch, online and assisted channels.
- Manage, develop and inspire the savings team to create a high-performing, commercially aware and customer-focused culture, ensuring colleagues have the capability, confidence and accountability to support growth in savings balances, digital adoption and service excellence.
- Shape and deliver the savings strategy, identifying opportunities to improve operational, products, processes, customer journeys, communications and technology, in a cost-effective manner to support delivery of the Society’s savings growth ambitions whilst ensuring adherence to regulatory requirements and risk appetites.
- Own the operational delivery of savings change activity, ensuring projects are implemented effectively, controls remain robust, colleagues are engaged, and member experience is protected throughout change.
- Use management information, customer feedback, market insight, and colleague input to identify opportunities for sustainable growth, improved service, stronger retention, and increased operational resilience.
Key deliverables
- Lead, manage, motivate and develop the savings team to deliver excellent, compliant and member-focused service while supporting savings growth, retention and operational resilience.
- Build a strong performance culture through clear objectives, regular coaching, effective one-to-ones, training plans and accountability for service, quality, productivity and member outcomes.
- Support the delivery of the Society’s savings growth plans by ensuring operational readiness for new products, campaigns, pricing activity, customer communications, and community engagement.
- Work closely with Product, Treasury, Finance, Marketing, Risk, Compliance and IT to ensure savings propositions are operationally deliverable, clearly communicated and aligned to member needs and Society objectives.
- Use MI to monitor service levels, work volumes, errors, complaints, retention, digital adoption and customer feedback, using insight to improve performance, capacity planning, and customer outcomes.
- Identify and oversee opportunities to improve working efficiency, remove avoidable customer friction, reduce manual processing, and create scalable processes that support future savings growth and good customer journeys.
- Oversee cash control, audit, T&C scheme, operational controls and compliance requirements, ensuring savings activities are delivered within policy, procedure, regulatory expectations and agreed risk appetite.
- Ensure the team consistently delivers good customer outcomes in line with Consumer Duty, Treating Customers Fairly and the Society’s purpose, including appropriate support for vulnerable customers.
- Act as a business lead, alongside the Head of Product and Customer Outcomes, for savings-related technology and process change, ensuring successful implementation, colleague adoption and benefit realization, excluding technical delivery owned by IT.
- Build and deliver digital growth by encouraging appropriate customer use of online savings services, identifying barriers to adoption, and working with colleagues to improve guidance, processes and customer confidence.
- As the savings lead, take accountability for any regulatory requests or audits including SCV file and ISA management. Prepare, maintain and test Single Customer View and FSCS-related savings data requirements, ensuring accuracy, control and timely completion.
- Complete routine data cleansing and ensuring savings data input into core systems is accurate, compliant and suitable for operational, regulatory and customer communication purposes.
- Work with Compliance and Marketing to ensure customer-facing documents, website content and operational communications are accurate, clear, fair, not misleading and aligned to approved processes.
- Manage service expectations through agreed SLAs, proactive communication and practical action plans where performance, customer outcomes, or growth delivery are at risk.
- Act as payment authoriser if required in the future, subject to appropriate controls, training and approval.
Premises
- Facilitate premises maintenance and improvement plan, budget, communicate and co-ordinate delivery in a timely, efficient, effective, cost-effective manner.
- Deputised ownership of delivery of the premise improvement project, including management and resolving premises related issues.
- Build and maintain relationships with 3 party suppliers
Health & Safety
- Review the policy annually for the Accountable Person (CEO) to protect colleagues and customers
- Request Skill Serve modules for all colleagues relating to Health & Safety.
- Maintain up to date certificate requirements for First Aiders and Fire Safety.
- Arrange routine tests for the Fire Alarm and Evacuation protocol.
- Conduct legionella testing.
- Arrange Display Screen Equipment self-assessments, Make reasonable adjustments.
Key areas of responsibility (and Governance forums):
- Deputise for the Head of Product and Customer Outcomes – to represent Savings Operations and contribute to the delivery of the Society’s strategy, growth plans, operational resilience and customer outcome priorities, including attendance at relevant governance forums and ALCO as deputy for the Head of Product and Customer outcomes where required.
Key internal relationships:
- Head of Product and Customer Outcomes (line manager) and Chief Customer Officer, providing direction on objectives, operational priorities, risk appetite and savings growth delivery.
- Product, Treasury and Finance teams to support pricing activity, savings book growth, funding requirements, product launches and operational capacity planning.
- Outcomes team to ensure operational activity, growth plans and process change remain aligned to good customer journeys and outcomes, within agreed risk appetite and meet control expectations.
- Marketing Manager to ensure savings campaigns, customer communications and website content are clear, timely, accurate and aligned to growth ambitions.
- Compliance and risk team to ensure products, processes, communications and customer journeys meet regulatory expectations and remain within risk appetite, Consumer Duty and internal policy standards.
- IT Manager and system superusers to support savings technology improvements, digital adoption and process efficiency.
Person specification:
- Strong commitment to excellent member service, good customer outcomes and Consumer Duty with a customer centric mindset.
- Experience within retail financial services, ideally within savings, branch operations, customer operations or a building society environment.
- Commercially aware, with the ability to understand how operational delivery supports savings growth, retention, funding plans and customer engagement.
- Confident leader who can manage, motivate and develop a diverse team, creating a positive culture of accountability, collaboration and continuous improvement.
- Well organised and proactive, with the ability to prioritise operational activity, change delivery and customer requirements in a busy environment.
- Good understanding of operational risk, anti-money laundering, compliance, data quality, customer communications and savings-related regulatory requirements.
- Ability to use MI, customer feedback and colleague insight to identify trends, improve processes and make evidence-based recommendations.
- Experience of delivering service improvements, operational change or digital adoption initiatives that improve efficiency, customer experience and scalability.
- Strong stakeholder management skills, with the ability to work effectively across Product, Treasury, Finance, Risk, Compliance, Marketing and IT.
Previous experience:
- Significant experience in retail financial services, preferably including savings operations, customer operations, branch leadership or building society operations.
- Previous experience of leading a team, setting objectives, developing capability and managing performance against service, quality and operational standards.
- Experience of supporting savings product activity, operational readiness, campaign delivery, customer communications or customer journey improvements.
- Experience of implementing and embedding change, including process improvement, technology adoption or operational efficiency initiatives.
- Good understanding of policy controls, operational risk, compliance, data accuracy and regulatory expectations within a customer-focused financial services environment.
- Experience of managing deadlines, balancing workloads and using MI or performance data to prioritise activity and improve outcomes.
Why Join Us?
- Opportunity to grow in a well-respected mutual with ambitious plans
- Supportive, inclusive team culture
- Generous annual leave + bank holidays
- 7.5% employer pension contribution
- Free on-site parking
- Ongoing training and development
Pay: Up to £36,000.00 per year
Benefits:
- Company pension
- Employee discount
- Free parking
- On-site parking
- Work from home
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Beverley HU17 8AA
