Head of Customer Services (Digital Banking)

  • Sector: LMA UK Operations
  • Contact: Daniel Baker
  • Contact Email: Daniel.Baker@lmarecruitment.com
  • Client: LMA
  • Location: London
  • Salary: £80000 - £90000 per annum
  • Expiry Date: 17 October 2021
  • Job Ref: DB547_1631868484

One of my clients, an SME bank, are looking to build out their digital banking operations department and are currently seeking somebody to head up the Customer Service division, managing a team of 7.

Responsibilities of the role include:

  • Responsible for the set up and management of operations and customer service model for the digital bank
  • Responsible for all customer service aspects of the banks product set
  • Responsible for identifying and escalating any SARs to second line
  • Forecast headcount requirements across the team - analysing real and anticipated customer volumes
  • Manage the customers lifecycle - Onboarding, CDD, Payments, Enquiries, Complaints etc

The successful candidate must have vast experience in customer service and operations as well as running a team. Experience in digital banking environment would also be advantageous. Customer onboarding, payment, SWIFT, Card Operations experience all essential to be successful in this role. In return they are offering a salary up to £90,000 plus excellent benefits and bonus.