Location: EDINBURGH, MIDLOTHIAN, United Kingdom

International Consumer Banking is recruiting a People Leader to lead a team based in Cebu.  Your team will support customers across Consumer Banking and Personal Investing journeys, in a dynamic, fast-paced, customer and colleague centric environment, helping build the digital bank of the future. You will be accountable for people leadership, coaching, and performance, while partnering with internal teams to continuously improve operational performance and the end-to-end customer experience. Work schedules may include evenings and weekends. 

Key responsibilities

• Lead, coach, and develop a team delivering first-class service and outcomes for customers and colleagues across Consumer Banking and Personal Investing. 
• Foster an exceptional and evolving culture, ensuring the right operational foundations are in place to bring the best out of people every day. 
• Optimise performance across key operational KPIs, financials and people metrics, driving colleague engagement and team outcomes. 
• Work collaboratively with relevant internal teams to continuously improve operational and business performance, optimising both customer and employee experience and delivering moments of truth when they matter. 
• Lead colleagues and self through ambiguity; take accountability and help the team navigate change effectively. 
• Model and drive adoption of AI-assisted tools to improve productivity, quality, and consistencycoaching colleagues on effective, responsible use.
• Be customer centric with out of the box thinking to support resolutions and inquiries, including complex queries that span banking and investing support. 
• Identify root causes of delivery issues and own the changes that improve quality, speed, and efficiency.
• Champion colleague culture, lead by example, and provide feedback and recognition at every opportunity. 

• Drive and embody our firms practices on Diversity, Opportunity & Inclusion.

• Act as a brand advocate and role model to colleagues and peers; communicate vision and goals clearly. 

Required qualifications, capabilities, and skills

• Leadership: Proven people leadership with strong performance management, coaching, and development capabilitysets clear expectations and drives accountable outcomes.
• Contact Center: Demonstrated experience in high-volume, multi-channel contact center operations (phone/chat/email/secure messaging), managing service levels, quality, escalations, and adherence in a regulated environment.
• Communication: Strong written and verbal communication/presentation skills; able to translate strategy into clear priorities and consistently share vision and goals.
• Problem Solving & Change: Data-driven critical thinker with root-cause problem-solving strength; takes end-to-end ownership to implement sustainable change and reduce process waste.
• Digital Fluency: Digitally savvy across platforms; and quick to adopt new tools.
• People-First Mindset: Curious about people, accountable, commercially minded, and brings positive energydemonstrates care for colleagues and customers while maintaining high standards.
• Agility & Adaptability: Exhibits agility in adapting to evolving business needs and leads change management efforts across tools, systems, and product developments to ensure smooth adoption and minimal disruption.

Product and knowledge expectations

• Working knowledge of Consumer Banking and Personal Investing products (e.g., digital banking journeys, common customer inquiries and resolution paths).
• Ability to coach teams supporting banking and investment-related customer needs.

Preferred qualifications

• Banking/financial services knowledge (including brokerage/pensions/investments exposure).