Consumer Team Leader - Admin

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent.If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

To lead and manage the Consumer Administration team in Brentwood. The role is to provide leadership, guidance and motivation to all the admin team members to ensure a great level of service across the customer journey for loans, and to provide great service to our brokers with their requirements relating to the application process.

• Reporting directly to Head of Operations Support & Lending Ops
• Lending Administrator team – direct reports.
• Direct Credit Authorisation.

Leadership / People / Teamwork

• Proactively manage the performance of the team through a monthly 1-1 and annual appraisal
• Develop the skills of the team through a documented program of coaching, sampling and feedback.
• Utilise performance management tools to address any under performance
• Responsible for the working patterns of the team, ensuring coverage is in place across the divisions opening hours. Make amendments due to swaps, coverage and distribution of rota to the team.
• Lead team, allocate work, create discussions in the team with effective communication
• Assist the team with BAU work activities during times of high volumes
• Manage workloads and SLA’s on a daily basis
• Hold and minute monthly team meetings

Strategy / Planning / Organisation

• Compile management information, analysing the data to identify trends and initiate corrective steps to improve business performance and service levels, and the effectiveness and efficiency of the administration team.
• Manage and monitor change within the team to ensure full co-operation and adherence to change so that all change programs are implemented and maintained in a positive and timely manner, with an emphasis on ‘right first time’.

Regulatory

• Ensure that all team members are aware of the importance of compliance and regulatory requirements including mandatory training.

Customer (internal & external)

• Continually monitor the performance of the team to ensure consistency and that all individuals are working within agreed parameters and that service levels are achieved, including a high level of customer and broker service quality.

Risk Management / Controls and Compliance

• Communicate and escalate potential issues/risks in a prompt and effective manner

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done