Responsibilities and duties include:Providing direction and leadership to all staffLeading daily management huddles and escalating any challenges and prioritiesLeading daily calls to ensure all staff are kept fully up to date with any updates and tasksDeliver all client tasks and services across the team in line with service level agreements, adjusted where resource capacity impactsDeliver a clear and structured framework supporting daily/weekly/monthly task and service delivery, service and task reporting, and escalation pathwaysDevelop and maintain strong governance around Quality Assurance, team process documentation, client specs, and service specsSet and manage clear SMART objectives for direct reportsProvide strong ongoing support and clarity of roles for direct reports through regular conversations, clear role specs and ongoing review of objectivesHandling new clients and managing expectationsImprove the customer journey, with queries responded to within SLAWorking alongside the Banking Services Technical Manager to ensure projects are sufficiently resourcedProviding the highest authority sign off for large Debit Caps, Credit Limits and supporting other areas of the business that require work to be signed offAttending meetings (office based and virtual) with Senior Managers and Directors from all over the worldScheduling and organising regular monthly 1-2-1’s with my direct reportsScheduling and organising quarterly reviews which include providing a ‘rating out of 5’ to all staffEnsure service documents and procedures are created in order to train new and existing members of staffHelp to increase and maximise engagement from all staff by holding monthly workshopsDeliver the results of the ‘Peakon’ engagement survey to all team membersLeading and arranging recruitment, including interviews and advising the candidate of the outcomeManagement of the BCP and all Quality Assurance on team