Customer Success, Commercial Growth
4 weeks ago
PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful. We are building a new Customer centric Digital and Direct bank in PTSB, which will support the bank's ambition to become Ireland's number one personal and small business bank and deliver on the bank's promise to work hard every day to build trust with our customers. We are seeking a high energy team who are passionate about providing a best in class digital and direct experience that is shaped by and responds to customers? changing behaviour, lifelong transactional and financial needs, and rising expectations. Responsibilities Be an ambassador for PTSB and develop the banks profile across multiple communities (internal and external) with a particular focus on our customer segments. Become the face of PTSB within your channel and representative at events/conferences. Build and maintain a deep understanding of customers, customer segments, customer needs, customer economics, products and digital capabilities that could positively shift the current mix of interactions across sales and service to a customer outcome focused sales ethos across our voice, video and digital channels Identify where risks exists and proactively mitigate risks across the department. Ensure that all compliance, conduct and regulatory obligations are fully adhered to by the Digital Banking channel and specific actions are developed to reinforce and improve our first line of defence e.g. the bank's Communication Policy, Code of Conduct on Mortgage Arrears (CCMA) Framework, CPC clock requirement and Debt Resolution Policies and Business Lending decision SLA's. Ensure your teams customer interactions are conducted in accordance with legislative, regulatory, PTSB policy and cost to serve model requirements and that solutions offered are appropriate to their needs Optimise our customer interactions as defined in our Blackbelt program ethos and Omni-Opti Channel Charter, i.e. sales, service, self-service through our online, video, app and voice channels ? supporting the team in the achievement of assigned targets and maintenance of agreed KPI's - Maximising opportunities to achieve the bank's customer goals and commercial objectives Lead a unified sales and service operation through your team working collectively with the wider function under the Digital and Directs Centres of Excellence Model The role holder will supervise and manage a team that are advising on products and / or arranging a financial service for customers of the Bank. Lead unified sales and service operation through your team, who will align to one of Digital and Direct's Centres of Excellence Champion the PTSB values and embed across the team's behaviours every day Requirements: Essential Qualified Financial Advisor - recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA, APA in both Loans and Savings & Investments Desired Relevant experience in sales and/or service in a fast paced contact centre Subject matter expertise relevant to the Centre of Excellence Proven ability to use own initiative, innovate and follow through to ensure digital, robotics, automation, colleagues, stakeholders and key business partners are connected and aligned to deliver positive customer outcomes Strong people management, coaching, developing and mentoring capabilities Strong ability to collect, analyse, interpret to inform operational sales and service decision making Excellent interpersonal and effective communication skills Passion for digital and delivering a powerful customer experience Solution focused self-starter, organised, efficient, effective with an ongoing focus on the commercial, customer and colleague key performance indicators This is a permanent position based onsite in PTSB's Carysfort Avenue, Blackrock, Is this you? Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application. We reserve the right to draw up a shortlist for interview. The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.
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