Channel Manager

As a Channel Manager you’ll provide insight and analysis across our operation. You’ll do this using performance data, observations, and collaborating with the operational leaders to understand the current pain points for both our customers and people. You’ll demonstrate an ability to think both at a strategic and tactical level, flexing to your audience, collaborating with colleagues at all levels in the business and be the voice of the operation when it comes to change delivery.

Through your team you will build business cases and lead a “test, measure, learn” culture through the function, developing ideas, running pilots and delivering campaigns for the wider business. You should be curious and be able to make things better.

Job Responsibilities

• Ability to build initiatives focussing on both operational and customer journey optimisation, enabling an increased performance approach across the function, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations
• Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to overall OKRs
• Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people
• Working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
• Owning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
• Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences
• Leadership - Direct report - Functional Analyst; Will co-ordinate virtual operational teams such as Fans of Chase

Required qualifications, capabilities, and skills

• Banking/Financial experience within a contact centre environment
• Leadership experience, including coaching and developing a team
• Understanding of contact centre operations, including contact channel development
• Experience in change management, including running a backlog of team activities and priorities activity for that period based on business benefit
• Experience of reporting, analysis and insight of data trends
• Experience in translation of data analysis into valuable operational insight
• Ability to feedback and influence business and senior stakeholders

Preferred qualifications, capabilities, and skills

• Understanding of processes for the key functional area you will be part of
• Familiarity with JIRA as a tool for project management
• Awareness and understanding of “model office” approach to piloting new initiatives

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