Customer Onboarding Manager

Our client who offers finance to customers who are not accepted by the mainstream lenders and

has built up a reputation for providing a strong product range are recruiting a Customer Onboarding Manager to based from their office in Chester, where there is a hybrid working policy in place. The role will pay a competitive salary and comes with a range of benefits.

Reporting to the Director of Operations, the Customer Onboarding Manager role is responsible for managing and motivating a team of Customer Resolution Associates that handle all complaints for the group and a team of Customer Onboarding associates that oversee the onboarding process.

What is expected of the Customer Onboarding Manager?

• Improve the performance of both departments, driving change, continuous improvement and automation to improve departmental efficiencies and capabilities.
• Monitor departmental overall performance and key performance indicators (KPIs), providing actionable insights and recommendations for continuous improvement.
• Build and review detailed performance reporting for both operational departments to drive decisions and ensure adherence to our clients business strategy.
• Initiate and drive complex projects to support the strategic development of the departments including system reviews and enhancements, policies and procedures.

• Hold good customer outcomes as central to all initiatives, actions, processes and procedures within the business at.
• Provide strong leadership and guidance to the two teams, fostering a culture of high performance, accountability, competence and continuous improvement.
• Set clear performance goals and objectives for the teams, regularly reviewing performance, and providing constructive feedback.
• Drive the performance of the teams to ensure they maximise results, achieve service levels and deliver good customer outcomes in line with Key Performance Indicators (KPI's)
• Train, coach and develop team members and Team Managers to maximise competence, potential and performance through the sharing of experience and expertise.
• Lead, manage and implement new initiatives and change within the operational departments to deliver operational improvements and/or efficiencies.

What we look for in a Customer Onboarding Manager?

• Experience in a Manager role in financial services or a consumer-focused business.

• A track record of constantly looking for ways to do things better and an excellent understanding and ability of how to successfully implement change.
• Analytical mindset with ability to interpret data, spot trends and identify emerging risks.
• Confidence and competence with data analysis
• Confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team.
• Strong knowledge of Customer Resolution and Onboarding systems
• Self-motivated, persistent, diligent and enthusiastic.
• Strategic thinker (forward looking)
• Conscientious and always striving for excellence.
• Demonstrate a strong understanding of the FCA rules, Data Protection and other regulatory bodies.
• Ability to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty.
• IT literate with proficiency with Microsoft Office Suite.

What the Customer Onboarding Manager will receive?

• Competitive base salary
• Pension scheme
• Employee referral programme
• Perks at Work
• Above and Beyond awards
• Income protection scheme
• Employee of the Year
• Long Service awards
• Discretionary annual bonus
• Life assurance

InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.