Assistant Manager, Customer Contact Operations

Uses insight, knowledge and expertise to develop the CVM Operational capability in regards to 121 Customer Contact, acting as TSB's subject matter expert in these areas, and ensuring TSB retains a world-class capability, through strategic knowledge of current and future industry trends, best practices and technological developments.

ACCOUNTABILITIES

- Demonstrates TSB behaviours whilst carrying out all aspects of role
- Manages self to ensure adherence to TSB risk and compliance policies and relevant external regulatory frameworks
- Provides a range of information, interpretation and guidance, which enables business areas to assess the downstream implications linked to their decisions
- Supports delivery of agreed change projects to achieve continuous improvement
- Where appropriate, supervises the day-to-day activities of assigned team members, ensuring their individual and collective performance meets the required standard, contributing to their development and providing ongoing support. Otherwise, acts as a functional specialist in a particular area
- Assists in the delivery of operational customer contact selections (including branch, telephony & digital leads, DM, Emails, SMS etc.) accurately, robustly, compliantly and in a timely way
- Ensures all actions taken are made following the approval of appropriate governance committees
- Helps to support supplier management relationships with key external contracts used for operational campaign delivery
- Helps to support CVM operational risk areas such as business impact risk assessments and records management
- Engages stakeholders in order to influence key business decisions
- Builds and maintains external and internal networks to optimise business results

CAPABILITY

- Strong communications skills which enable others to understand complex specialist terminology
- Track record of being able to build strong working relationships cross functional teams
- Background in executing customer selections within a working customer value management environment
- SQL knowledge, Campaign Management Tool experience such as (TRM, IBM Affinium, SAS MA) are desirable
- Excellent applied logic to understand working and impact of optimisation and customer contact rules
- Attention to detail to be able to spot flaws in logical arguments and to ensure high quality outputs and deliverables
- IT, data or customer analytics background are desirable
- Background of working in an environment with governance and data protection responsibilities