Head of Customer Management

September 20, 2024

Tesco Bank

Edinburgh

FULL TIME

General information

Job Title

Head of Customer Management

Ref #

9084

Location

Edinburgh

Department

Customer Management (Help Me Borrow)

Business Area

Help Me Borrow

Working time

Full-Time

Date Published

11-09-2024

Closing date

27-09-2024

Serving our customers, communities, and planet a little better every day.

Salary – Up to £150k + annual bonus & benefits

Permanent

Office Attendance- Our roles are hybrid, however you should be able to travel to our Edinburgh Office for this position when required.

Closing Date – Applications close at 5pm on Friday 27th September

A chance to thrive

We’re looking for a Head of Customer Management for our Help Me Borrow business at Tesco Bank.

This is an exciting time to join the Help me Borrow (HMB) leadership team as we embark on our transformational growth journey, over the next 3-5 years.

This position gives you the opportunity to shape future strategy and work closely with senior leadership within the Bank, Tesco Group stakeholders and the wider industry, representing the interests of our customers.

You’ll lead a direct team of Senior Customer Value Managers and commercial analysts who support the customer management team.

This is a senior hire, and a certified position, and brings the opportunity to learn and develop leadership capability within the organisation as the business matures and becomes part of the Barclays UK family.

* Please note that, if successful, the internal job title for this role is Head of Commercial III *

What you’ll be doing

Commercial Management - Manage commercial results of a large and complex business unit or product line by analyzing customer and market trends, monitoring financial results, adjusting plan as necessary, and optimizing use of resources.
Strategy Formation - Develop the strategy for a significant area of responsibility such as a function, anticipating complex issues, challenges and opportunities.
Business Planning - Develop and gain agreement to annual business plans for a function or substantial business area, ensuring alignment with strategy; quantifying business outcomes
Performance Management - Manage and report on business performance; hold direct reports accountable for achievement of business plans and take corrective action where necessary to ensure the achievement of business objectives.
Risk Compliance - Ensure that business activities within a significant area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies.
Wider organizational leadership and direction – Set and communicate the strategy for achieving the organization’s mission, vision and values within the function.

We need you to have

Commercial Acumen – Strong grounding in commercial knowledge and prior experience of managing P&L for a Banking business (Lending products is preferred).
Credit risk management principles – Working knowledge of Credit risk including support to customers in financial difficulty and vulnerable customers
Consumer duty and Customer outcomes – Strong customer outcome focus with the ability to balance commercial and customer outcome implications for initiatives
Policy and Regulation - Acts as the organizational authority and established expert on interpreting and applying knowledge of laws, regulations and policies in area of expertise. Working closely with legal and risk compliance teams
Products/Services Management and Development - Applies expertise to act as the authority on managing and developing all aspects of a product or service so that it achieves its maximum impact and value in the market.
Verbal Communication - Acts with expertise as the organization's authority on using clear and effective verbal communications skills to express ideas, request actions and formulate plans or policies.

And if you have any of these, even better

Lending product knowledge
Financial Servies experience

We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.

What’s in it for you

Prepare for your retirement with our colleague pension scheme.
Private Medical Insurance (WL2+) and virtual GP Service you and your family 365 days a year.
Performance related annual bonus.
Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to 2K). As an added perk, we’ll give you a second card to share with someone else.
Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous 8-week paid paternity leave.
A place to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.
Take part in our Buy as you Earn and Save as your Earn share schemes.

Everyone’s welcome

We want all our colleagues to always feel welcome and be themselves at Tesco Bank. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.

Role Alignment

Following the announcement regarding Tesco's' strategic partnership with Barclays, this role will support our Banking business and will transfer to Barclays UK towards the end of 2024, subject to regulatory approval. Please note, the transfer date may change.

#LI-LC2

How to apply

We value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger to achieve our goals.

Our colleagues are working hybrid, taking time to meet with colleagues in our offices for moments that matter, such as team catch ups, planning meetings and more. If you’re interested in finding out more about what a career at Tesco Bank looks like, click apply to find out more!

Why Tesco Bank?

We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to Linked In Learning and Abstract, from day one.

It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.

All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.