Vice President - Lending Operations - Banking

This customer-centric role focuses on delivering effective solutions by thoroughly investigating customer queries and understanding their specific needs. As part of this, you'll engage with both customers and businesses to collect accurate information, ensuring timely and efficient problem-solving. The role offers the opportunity to establish yourself as a subject matter expert, enhancing your professional reputation within the bank.

Key Responsibilities:

1. Customer Interaction: Engage with customers and business partners to gather and assess information critical to addressing queries and providing appropriate solutions.

2. Problem Solving: Maintain a deep understanding of customer needs to develop fit-for-purpose solutions, particularly in complex scenarios. You'll be expected to handle queries with precision, aligning with company standards.

3. Support Leadership: Assist the unit leader by allocating tasks, ensuring adherence to processes, and contributing to business continuity planning efforts.

4. Transaction Management: Authorize and investigate customer transactions in line with defined Key Performance Indicators (KPIs), ensuring accuracy and timely resolution.

5. Data Management: Provide specialist support by monitoring and sharing management information (MI) to help drive decision-making.

6. Process Improvement: Regularly review existing processes and identify opportunities for improvement to enhance customer satisfaction and streamline operations.

Daily Activities:

- Authorizing transactions and ensuring investigations align with KPIs.

- Analyzing customer data and collaborating with internal teams to facilitate accurate and effective responses.

- Supporting business continuity by allocating work and adhering to operational protocols.

- Identifying areas for improvement in customer interaction and service delivery processes.

Skills and Qualifications:

To excel in this role, you will need:

- Customer Service Expertise: Strong interpersonal skills and the ability to handle customer interactions with empathy and professionalism.

- Industry Knowledge: A clear understanding of the financial sector, including awareness of emerging trends, regulatory changes, and industry best practices.

- Organizational Skills: The ability to work effectively in a fast-paced environment, ensuring tasks are completed within deadlines.

- Technical Proficiency: A solid understanding of banking products, processes, and systems to ensure seamless service delivery.

Additional Competencies:

- Awareness of regulatory policies and the ability to adapt to changes in industry standards.

- Strong analytical skills for gathering and interpreting data to improve service and operational processes.

In this role, you will be a key player in driving customer satisfaction and operational efficiency, while also supporting leadership and business continuity efforts across the bank.