Relationship Support Officer Manager

Job DescriptionWe are looking for a Relationship Support Officer Manager to join our team! About Unity Trust BankUnity Trust Bank is an award-winning, independent, commercial bank that uses banking to improve the lives of local communities.Living by our principles of banking with integrity, Unity’s purpose is to help create a better society, not simply maximise profits. For 40 years we’ve worked with organisations that address social, economic and environmental needs across the UK.With offices in Birmingham, Manchester and London, we offer a range of day-to-day banking services, including current accounts, savings accounts and loans. In 2023 Unity achieved the milestone of £1 billion in lending to social enterprises, charities, small businesses, housing associations, and other socially-minded organisations.In 2024 we received the King’s Award for Enterprise for Sustainable Development in recognition of our dedication to delivering social good through our work.Our values are also embedded in our culture and we were named as one of the Best Places to Work by the Sunday Times in 2024.Unity was the first UK bank to become a Real Living Wage employer back in 2013 and the first to achieve the Fair Tax Mark in 2014. We are also a Women In Finance Charter signatory, a member of the Banking Standards Board and we hold the Investors in People Gold standard.Visit www.unity.co.uk for more information. The role The role will lead the Relationship Support Officers to deliver a highly skilled service to the Relationship Management customer base within their assigned portfolios.To support the development of the RSOs to the required level of competency in credit skills, customer needs identification, basic business development skills, social impact assessment, efficient transaction / deal completion support. The role will also include the need to oversee the transition of complex query resolution following the roll out of self serving capability via the digital banking platform.Some of your responsibilities will include:Manage the RSO team to deliver its productivity objectives whilst facilitating the capability development of the team as it adopts a new, higher benchmark in both credit skills and customer need assessment.Actively support the credit skills development of the RSO team as they transition to the higher capability standard. Coach RSOs on appropriate customer needs conversations to ensure our Consumer Duty obligations are met. Ensuring high quality conversations with customers result in the identification of other needs including those where these is overlap with our transactional banking and liability products offering.Ability to identify target Unity customers and complete a social impact assessmentOutput and data led based management of all relevant sales and loan fulfilment processes to support faster conversion times.Be accountable for ensuring the AML/KYC requirements associated with RM managed customers are met in line with new Financial Crime prevention standards.Oversee the transition of all simple servicing to the Contact Centre, along with targeted migration of complex servicing to Connect (where it makes sense to do so) ahead of the launch of the Digital self service offering. Finalise the migration of remaining complex servicing to the Contact Centre once Digital servicing is fully operational.The person Relevant Credit Skills qualifications (E)Knowledge requirementsTrainer level experience on how to carry out credit assessments (E)Hands on business development experience (beyond intermediary introductions (D)Operational knowledge of bank processes and key regulatory/legal issues (D)Banking technology, payment systems and processes, telephony etc (D)Key skills / experiencesRM and / or underwriting experience (E)Line management experience including productivity increase and coaching (E)Understanding and interpretation of financial information (E)Customer centric and deliver high quality customer service (E)Experience of working with Commercial/Corporate customers (E)Experience creating and delivering exec level communications (D)(E = essential D= desirable)The role will be Birmingham based.