Description Are you driven by a passion for improvement, change and leading a team to optimize the business? You’ve found the right team. Job Description The Channel Manager is a challenging and exciting mix of ensuring the business function is performing well and change is embedded. You will lead a team of analysts and be tasked with finding opportunities to optimize change and performance by leading a “test, measure, learn” culture. As a Channel Manager you will provide insight and analysis across our operation. You’ll do this using performance data, observations, and collaborating with the operational leaders to understand the current pain points for both our customers and people. You wll demonstrate an ability to think both at a strategic and tactical level, flexing to your audience, collaborating with colleagues at all levels in the business and be the voice of the operation when it comes to change delivery. Through your team you will build business cases and lead a “test, measure, learn” culture through the function, developing ideas, running pilots and delivering campaigns for the wider business. You will be curious and have a drive to make things better. Job Responsibilities Ability to build initiatives focussing on both operational and customer journey optimisation, enabling an increased performance approach across the function, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to overall OKRs Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people and working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences and wwning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs Based on the performance insight deliver a change and improvement programme that will be a mix of People, Process and Platform Improvements delivering operational excellence, efficiency and improved experiences for specialists and customers Leading a team of Channel Analysts, deliver a programme of initiatives across customer operations whilst coaching and developing the capability of team Display effective decision making across the various product cabinets and forums that shape change and improvement across the various workstreams within customer operations and product delivery Required qualifications, capabilities, and skills Banking/Financial experience within a contact centre environment Leadership experience, including coaching and developing a team Understanding of contact centre operations, including contact channel development and contact deflection Experience in change management, including running a backlog of team activities and priorities activity for that period based on business benefit Experience of reporting, analysis and insight of data trends and in translation of data analysis into valuable operational insight Experience of turning operational insight into robust process improvement programmes Ability to feedback and influence business and senior stakeholders Preferred qualifications, capabilities, and skills Understanding of processes for the key functional area you will be part of Familiarity with JIRA as a tool for project management Awareness and understanding of “model office” approach to piloting new initiatives ICBCareers