OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
Join the Close Brothers Asset Finance (CBAF) team where you will manage a team of dedicated professionals in Sale, Manchester who deliver a seamless and compliant customer onboarding experience.
You’ll coach and develop your team to achieve and sustain required competency levels, while consistently meeting service, quality and performance targets. This includes embedding standardised processes, driving continuous improvement, and proactively identifying opportunities to enhance customer outcomes.
We’re looking for a proactive, people-manager with a strong track record of delivering excellent customer outcomes. You’ll bring the ability to drive consistency and collaboration, with strong communication skills and the ability to build effective working relationships with stakeholders at all levels, both inside and outside the business.
RESPONSIBILITIES
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Coordinate the day-to-day team activities, overseeing workflow queues, prioritisation and case allocation to ensure timely, high-quality and compliant customer outcomes
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Monitor performance using MI, identifying risks, backlogs or deviations and taking prompt corrective action to maintain service standards
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Conduct regular quality assurance checks, ensuring adherence to processes, data accuracy and regulatory requirements, with clear feedback and coaching provided
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Maintain robust record-keeping standards across the team, ensuring all customer interactions and documentation are accurately captured and stored
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Provide hands-on operational support during peak periods to ensure continuity of service and delivery against SLAs
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Lead daily team huddles to review performance, set priorities and drive focus on key risks, issues and improvement opportunities
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Apply structured problem-solving to resolve operational issues at source, escalating where required and supporting consistent ways of working
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Drive continuous improvement by identifying trends (including complaints and MI), sharing insights and implementing enhancements to customer experience and processes
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Build strong relationships across the wider business, collaborating with stakeholders to share best practice and improve overall onboarding performance
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Lead, coach and develop a high-performing team, setting clear objectives, driving accountability and fostering an inclusive, engaged culture
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Manage performance, capability and development through regular feedback, training, succession planning and alignment to the Training & Competence framework
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Oversee recruitment, onboarding and employee relations in partnership with HR, ensuring a fair and consistent approach
WE WOULD LOVE TO HEAR FROM YOU IF HAVE:
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Prior experience working with customers, demonstrating high standards of service and providing excellent customer outcomes
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Effective leadership capability – people management, coaching & development, operational execution and change management
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Proven experience of working proactively and taking initiative
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Ability to work independently as well as collaborate with the team and wider business
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Highly numerate with analytical ability
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Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments
- Strong interpersonal skills, quick to develop and maintain relationship both internally and externally
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:
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Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing role
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Previous knowledge and experience of the Asset Finance industry.
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Good knowledge of Microsoft Products
- Experience of lean management and applying operational excellence tools or techniques
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at [email protected] or request a call back.
ABOUT US
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
#LI-JN1 #LI-CBAFL #LI-hybrid
At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.
We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.
We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.
Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.
We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.
