Operational Excellence Training and Performance Coach

About us

Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans.

Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors, to the self-employed and customers with multiple jobs.

Our savings proposition is delivered online via our website, and is focussed on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts.

Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’.

We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems.

As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.

As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments.

Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.

With offices in London, Newcastle and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.

Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis.

We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in.

By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery.

We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.

Role Overview:

To support with building and maintaining a consistently excellent level of quality and performance across all front line and processing OpEx teams.

The Training and Performance Coach will use key data, analytics and feedback to train, develop and support colleagues across all of the Mortgage Origination Operational Excellence teams to achieve optimum levels of quality and performance, in order to provide a great service to our customers, achieved through monitoring delivery against company processes and policies, trend analysis, high quality training and coaching, sharing of best practice and continuous improvement.

This role forms a key part of our operational controls and risk management.

Key Responsibilities:

• Support the training and development of all new Operational Excellence colleagues, ensuring a consistent level of capability across the teams aligned to our Training and Competency policies.

• Use expert knowledge and experience to achieve consistently high standards of customer service across all operational activities, including telephony and processing teams

• Track team-level performance and use trend analysis techniques to identify areas for focused improvement

• Use effective coaching methods and best practice, working with team managers, to support individual performance improvement, supporting the delivery of great customer outcomes through good quality feedback and timely 1 to 1 coaching conversations, focusing on strengths and areas for improvement and providing actionable feedback and personalised development plans

• Track and report performance and capability within the teams, setting goals and plans to achieve them.

• Analyse standard operational and telephony performance metrics to guide focused development. Present insights and recommendations to leadership to drive continuous improvement.

• Shape and compile new starter and operational training and refresher material ensuring regular reviews are conducted with required record keeping and controls in place

• Facilitate training refreshers and workshops to address common performance gaps

• Create, own and deliver a structured training and development delivery plan

• Undertake quality assessments in line with our Control Framework providing feedback and coaching where required.

• Be proactive, visible and engaging with all Operational Excellence teams, and build strong working relationships through communication, support, understanding and delivery

• Take a continuous improvement approach to your own skills, exploring different coaching strategies and tools to optimise your impact on the teams’ performance

• Be an advocate of new initiatives, leading the way in adopting new ways of working and supporting colleagues to adapt to change. Support initiatives to enhance customer satisfaction and operational efficiency.

• Be knowledgeable in all policies and procedures across the operation

• Seek opportunities to build knowledge across all operational teams i.e. Underwriting

• Act as a role model for Vida behaviours

• Work closely with team managers and seniors across Operational Excellence to support their teams in providing excellent service and performance, along with the Underwriting Training Manager to ensure consistency of approach across New Business Operations.
  

Requirements:

• Proven experience in a contact centre environment, preferably in a quality assurance or coaching role

• Strong understanding of operational processes, telephony systems, call metrics, and customer service best practices

• Experience of coaching and supporting colleagues through empathy and active listening, constructive feedback delivery and effective actions

• Experience in creating and running training and the training plans

• Analytical mindset with the ability to interpret data and translate it into actionable insights.

• Experience of achieving results through others using established training and coaching techniques

• Experience of operating in a customer engagement role where service is paramount

• Excellent customer service skills

• Confident in having challenging conversations with colleagues

• Excellent communication, interpersonal, and coaching skills

• Comfortable with working with several different operational processes

• Ability to prioritise and remain calm under pressure

• Excellent stakeholder management

• Good computer literacy especially in MS Office

• Attention to detail

• Problem-solving and critical thinking

• Adaptability and continuous learning

• Enthusiastic and enjoys working as part of a team

• Specialist mortgage operations knowledge (preferred)

• Certification in coaching, training, or quality assurance is a plus (preferred)
  

Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day.

We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:

Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team

Inclusive - We value each other’s differences and work to see people for who they really are

Dynamic - We are flexible and fast, cutting through complexity and never accepting second best

Authentic - We are honest and genuine, what you see is what you get

Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.