Head of Partner support

OVERALL SUMMARY

At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

The Head of Partner Support is both a vital and visible front-line leadership role within Close Brothers Motor Finance (CBMF). The role holder will be accountable for direct and indirect front-line partner and customer facing business operations, and as such will have a broad remit of accountability.

A key aspect of this role will include the management, development and nurturing of people and to build and maintain strong relationships with key stakeholders throughout the business. The role holder will have an expansive stakeholder network both directly within CBMF and across the Bank more broadly, that will need close and effective matrix relationship management.

RESPONSIBILITIES

• Ensure operational excellence practices and robust measurement is embedded and service is delivered within your span of control to the required performance standards as defined.
• Maintain an effective control environment by ensuring all QA, compliance and risk management obligations are delivered to the required standard, implementing where required the necessary counter measures and plans to improve operational controls and / or oversight where required
• Build and maintain strong relationships with key partners, both internal and external including dealer partners, key stakeholders, attending dealer facing meetings, sales forums and conferences, being the voice of Operations in a sales environment.
• The ability to build and support sales teams to ensure all aspects of the motor proposition are realised
• Ensure effective change implementation and business readiness by ensuring all change routes into business operations follow a defined operational readiness process and that the business operations division is integrated into all necessary change management processes.
• Work in close partnership within a matrix environment including but not limited to, our sales, risk, technology and change colleagues within the CBMF business and wider matrix to ensure strong interlock on business priorities and change activities ensuring clear and common understanding of business priorities and activities in each area, but also that dependencies and requirements are understood and met [e.g. close monitoring and management of the internal services on which the operational estate is dependent such as IT service delivery, incident resolution etc.]
• Lead efforts to resolve partner issues, ensuring smooth co-ordination between internal teams (sales, finance, operations) and external partners.
• Oversee the technology and CRM systems to track partner interactions ensuring smooth communications and transactions between sales and operational colleagues is recorded accurately.
• Implement risk management strategies to mitigate any potential issues that could impact partner relationships or business operations.

Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:

• Demonstrable track record of successfully managing managers and developing / nurturing talent within a broad operational context.
• Highly commercial with demonstrable experience of managing and leading commercial functions such as desk-based sales / lending / underwriting / sales support etc.
• Excellent communication and interpersonal skills, both written and verbal with experience of working in a matrix environment
• Effective negotiation skills to ensure mutually beneficial agreements and partnerships.
• Ability to develop, analyze and interpret MI at a strategic level.
• Ability to write detailed, structured reports and make recommendations based on MI and business intelligence

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us at recruit.ssc@closebrothers.com or request a call back.

ABOUT US

At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.

Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.

To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers

To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541

To find out more about our benefits:
https://www.closebrothers.com/employee-benefits

To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group