Branch Manager (Blackwood) The job: The purpose of this role is to manage the performance of your team and the Agency network through effective leadership, coaching and development delivering an exceptional customer experience that is compliant with all regulatory requirements and considers cost implications. The successful candidate will operate as part of a wider distribution team to deliver exceptional customer service for our members. You will build strong relationships in order to better understand the customer requirements and compliantly offer and provide products and services that are tailored to their needs. What you’ll do Reporting into your Regional Manager, you will: Ensure that you conduct observations and give appropriate feedback in a timely fashion to develop your team and the agencies to ensure complete records are maintained. Build strong relationships with Agency owners. Contribute to the overall achievement of the Distribution strategy. To assist in the development and delivery of the Distribution Balanced Business Scorecard through effective leadership and management of Agency Network. Ensure all agency staff qualify under existing society credit and other annual checking / risk requirements. Build business and service relationships with 3rd party agents and their staff working together to improve customer service and experience across the Agency Network. Take ownership of your personal development and Continuous Professional Development (CPD) and encourage your staff to do the same. Monitor team and Agency performance and identify training and development needs. Liaise with Training to ensure all staff and agencies are provided with central and in-house product, services and procedural training. Ensure staff attain and maintain competency within their role. Adhere to the T&C scheme Champion high standards to ensure that customers receive a high standard of care and service. Develop a high performance culture which focuses on delivering the right customer outcomes where cost, quality and service are appropriately balanced. Ensure operational KPI’s are achieved and maintained. Build and maintain relationships with key internal and external stakeholders to ensure a smooth customer journey and to be at the heart of your community. When required perform cashiering duties and customer interviews. Develop and maintain commercial awareness, both macro and local. Interact with customers over the telephone (both inbound and outbound). Maintain an awareness of the Society’s policies and procedures and adhere to them. Promote and embrace a culture of continuous improvement being open and proactive to improvements and carrying out improvements in line with the corporate methodology. Demonstrate the Society’s values and appropriate behaviours. What we are looking for: Previous experience in a retail environment, customer services or financial services. Proven track record of delivering great performance. Ability to identify and understand customers’ needs to obtain the right customer outcome. Proven ability to lead, motivate and coach large and geographically dispersed teams. Who are we? It’s official We’re a Great Place to Work We are delighted to announce that Principality has been named one of the best workplaces in the UK for the second year running on the Best Workplaces™ list 2019. With 53 branches and 18 agencies across Wales and the borders, Principality is the 6th largest Building Society in the UK. As a mutual society, we’re owned by and run for the benefit of our 500,000 members. It’s an exciting time to join us as we’re currently on a Group wide transformational journey that will see our brand, technology, colleague and customer offerings updated and enhanced to really put Principality on the map and make us a brand and employer of choice within Wales and beyond. This is supported by our recent sponsorship of the iconic Principality Stadium which has put us on a global stage. Steve Hughes, CEO, said: “Principality is a unique organisation. We are big enough to have large ambition, but small enough to value, respect and engage everyone as individuals. Our colleagues live and work in the communities they serve and have developed a strong connection with them. We strive to be an inclusive business with colleagues who are passionate about doing the right thing for Members. As a business, Principality is keen to recruit talented individuals who are interested in joining a company in which they can really make a difference. Although the Society has been established for nearly 160 years, we pride ourselves on a progressive culture, which encourages its employees to thrive. Our culture is renowned for being friendly, open and inclusive where we actively encourage everyone to bring themselves to work. Our people are our most important asset and make us stand out in the finance sector. They're the driving force behind our success and we're committed to creating and maintaining a great place to work What can we offer you? As well as a great working environment with a strong family feel and plenty of opportunities for development and growth, you can expect a generous package that includes pension, bonus and incentive schemes, free life assurance cover, critical illness protection, private healthcare and the option to buy extra holiday each year. You can also be a part of our Sports & Social club which gives our colleagues access to discounted theatre, sporting and family events and to top it all off, we always have tickets up for grabs for the latest events at Principality Stadium. As Principality colleagues, we want you to walk a mile in our customer’s shoes. This is why we provide all staff with £100 to open a savings account at your local branch to really feel a part of our core business. £100 also grants you voting rights at the Principality Annual General Meeting.