Middle Office Team Leader

Customer Service & Experience

Glasgow/Redhill/Brentwood, England, GB

Posted on

Employer reference: REF938T

The Opportunity

The Opportunity

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

The Role & Responsibilities

Purpose & Scope of role

To effectively lead and develop the SME Middle Office team ensuring all customer interactions from onboarding new customers through to in-life servicing are processed in line with procedures and quality standards and within agreed timescales. Implement and embed robust and effective controls for processes and be responsible for driving continuous improvement within the team.

Key Role Responsibilities

  • Monitoring individual performance and team management on a regular basis addressing any development areas or skills gaps as required through coaching, training and performance management tools whilst ensuring the training and competence framework is adhered to and fully auditable.
  • Responsible for the documentation and maintenance of all procedures, controls and checks within the team ensuring that these are executed effectively and attested. Where failure occurs remediate and report as required with appropriate actions.
  • Comply with all Shawbrook and external regulatory policies and procedures, and take reasonable steps to ensure staff do likewise (including GDPR and CCA Regulations).
  • Monthly completion of balanced business scorecards and attestations to confirm correct controls are in place and being adhered to. If any issues found use RCA to ensure controls are effective or need updated.  
  • Complete monthly quality and control checks including the key manual risk processes within the team.
  • Effectively manage incidents and issues through to successful resolution.
  • Ensure that customer centricity is at the heart of all decision making, embedding consumer duty principles into the culture and bring to life for colleagues into their daily tasks and roles.
  • Adhere to all HR processes and procedures.
  • Ownership of change and embed effectively within team.
  • Review current procedures with team members and drive a culture of process improvement and making efficiencies through reducing internal handoff or duplicated processes and engaging with suitable technology opportunities.
  • Always act as a role model of the Shawbrook values and lead the way in encouraging others to do the same.
  • Compile management information, analysing the data to identify trends and initiate corrective steps to improve team performance and service levels.
  • Drive a culture of continuous improvement to deliver market leading customer and colleague satisfaction (Peakon)

The Person

Skills & Experience

  • Experience of people management preferred.
  • Knowledge of Structured Lending products including Wholesale Finance , Block Discounting and Marine would be beneficial.
  • Proven ability to foster a culture of continuous improvement within an organisation.
  • Excellent written and verbal communication skills
  • An initiative-taker with a can-do attitude and a proven history of meeting deadlines
  • Excellent decision-making skills.
  • Highly motivated and driven by process improvement.
  • Computer literate (good knowledge in MS Office suite – Excel, Sharepoint)

Key attributes

  • Ability to work in a changing environment requiring adaptability and flexibility.
  • Ability to build effective relationships and provide updates at all levels.
  • Elevated levels of drive, energy, and personal commitment to success.
  • Constantly challenge processes and look to improve.
  • Create an experienced and dedicated team to support our customers.


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

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