Financial Support SME – Banking London, England
Job description
Financial Support SME– Financial Health Operations
Career Level: 11 Analyst
Location: Home based
Shifts: 5 days a week on a shift basis
2 lates per week (12 pm-8 pm), 1 early per week (8 am-4 pm) and every other Saturday (9 am - 5 pm)
If you’re passionate, driven and committed to providing a first-class customer experience then we’d love to hear from you.
We at Accenture care deeply about what we do and the impact we have with our clients and communities. At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.
At Accenture we build careers. We have mentors, career counsellors and buddies who are all there to support your growth and development. This is a great opportunity work for a company where you are encouraged to bring your best self to work every day and be part of a positive and dynamic team!
As well as a competitive salary, we offer a variety of excellent benefits including (but not limited to!):
Employee Share Purchase Plan
Excellent Pension scheme
A variety of Health and Wellbeing benefits including individual private medical cover (family can be included at a discounted rate), access to app-based fitness classes and discounts at a range of gyms
Employee discounts
Three days paid leave per year for charitable work of your choice
Excellent employee referral programme with generous bonus payments for introductions
The
The SME is responsible for ensuring the Financial Health Operations Agents are consistently delivering exceptional service and good outcomes to our client’s customers.
The will cover the following, but not limited to:
Providing 1-2-1 coaching and development for agents post classroom training
Building competency development plans for individuals and teams across the operations product portfolio to maintain high levels of call quality across the operation
Input and where necessary lead case clinics with quality assurance colleagues to identify customer trends and execute specific training updates
Working with operations leadership in implementing any remediation plans through tailored training and improvement plans
Although training curriculum will be provided, a focus on continuous improvement and adapting training to different learning styles will be paramount
The successful candidate will have:
Extensive experience with progression in financial support/collections & recoveries agent roles in banking
A demonstrable record in coaching high performing teams in financial support/collections operations
Knowledge of key and relevant FCA regulations
Focus on creating a customer centric culture in delivering good customer outcomes to customers
Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement
