Servicing Team Leader
Target, United Kingdom
Job Description
Target Group is a leading business service provider revolutionising our client’ businesses through Financial Service expertise and innovation. Our aim is to help our clients become more effective through leveraging our best in class business process outsourcing and operational transformation. We create value through partnering with our clients to transform their customer journey and operations.
At Target our inspirational Team Leaders are role models for our employees. They embrace and demonstrate the values and behaviours which grow our business and make us a great place to work. Our Leaders lead by example; recognising teams and individuals for their achievements and for living the values and behaviours. They own the coaching and development of their team members motivating them to deliver exceptional customer service and to feel proud to work for Target.
This key front line management role focuses on engagement and achieving high levels of performance in a multi-client/multi-portfolio environment. 70% of the role is spent gathering and giving feedback to the team to continuously improve and encourage their performance (in line with the competency matrix, role accountabilities and fair outcomes for customers). In a regulated environment, subject matter knowledge is also important as is commercial awareness, understanding our contractual obligations and the ability to redesign processes and seek to continuously improve personal and team performance.
Key accountabilities of the position include, but are not limited to:
- Feedback, management, and coaching performance
- Encourage, support, and develop your team to meet and exceed targets
- Coach and improve poor performance and behaviours
- Ensure customer and internal feedback is acted upon through both formal and informal coaching
- Respond to customer needs and take responsibility for resolving customer concerns
- Champion continuous improvement opportunities
Requirements
Essential:
- Good understanding of FCA amp; FOS regulations and experience of working within the regulated sector
- Recent experience leading, inspiring amp; engaging teams
- Coaching and performance management skills
- Experience of giving effective feedback and handling difficult conversations
- Talent Management / Team Development experience
Desirable:
- Industry qualifications such as CeMap, IOC Levels 1-3
- Experience working with GAP Analysis and other performance improvement tools
Benefits
Target has a range of benefits including:
- Competitive Salary
- Training amp; Development, regular coaching from your Manager
- Pension Contribution (plus salary sacrifice option)
- Private Medical Insurance
- Discretionary bonus scheme
- Generous holiday entitlement plus buy more through Target Flex
- Life Assurance
- A flexible benefits scheme (e.g. childcare vouchers, Dental cover)
- Performance Reviews and support with development needs
- A modern office and supportive culture
- A fun Sports and Social program (free membership)
- An active Charity and CSR program