We are looking for an experienced Service Head to lead Voice Branch Operations, reporting to the Head of Voice Branch. Voice Branch is the servicing contact centre for Personal and Private Banking, and the role runs the operation behind it, managing resources, processes and levels of authority to deliver service levels, quality standards and risk tolerance.The role identifies friction points early to strengthen response capability and drive resolution at first contact, and aligns the client and banker experience. It enables sales functions by overseeing FAIS requirements, including accreditation and compliance. It also oversees frontline enablement and support functions, and champions the growth and wellbeing of the people who deliver the service.Key Responsibilities:Lead the day-to-day operation of Voice Branch, ensuring effective resource management, operational efficiency, service level delivery and quality standards.Oversee workforce management, including capacity planning, scheduling, performance analytics and real-time monitoring across traditional, Universal Banker and hybrid workforces.Align the client and banker experience by using operational data, client feedback and stakeholder engagement to remove friction points and strengthen digital servicing capability, including chatbot performance.Enable sales functions by overseeing FAIS requirements, accreditation standards and compliance, and maintain accountability for operational risk and audit remediation.Oversee frontline enablement and support functions, including implementing change and adoption across Voice Branch and its geographical footprint.Build a high-performing leadership and operational team through coaching, talent development, capability building and performance management, in partnership with People and Culture, with a clear focus on people growth and wellbeing.
