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PO259 – Retail Operations Manager

Purpose of the role:

Are you an experienced Retail Operations Manager looking for a new role?  You will be supporting the Head of Retail here at Saffron Building Society, ensuring high colleague engagement and competence; enabling colleagues to effectively and efficiently deliver service that stands for Members, both now and in the future, resulting in top quality satisfaction.

The day to day role:

  • Compiling and analysing retail commercial performance figures and capacity, Management Information and providing actions and recommendations for improvement to the Head of Retail and wider business.
  • Implementing and embedding strategies, vision & values in line with the Society
  • Acting as an escalation point for colleagues that require support with customer queries.
  • Managing Retail colleague rotas 
  • Maintaining industry rules and regulations with evidence of general practice
  • Supporting the Retail management team, giving guidance and support 
  • Reporting and maintaining Retail SLA requirements; reviewing regularly to ensure business needs are met.
  • Supporting the Head of Retail in delivering projects aligned to the business strategy.
  • Establishing and developing reporting of data as required and to a variety of key stakeholders.
  • Driving the importance of customer satisfaction and effective Retail operation
  • Addressing customer satisfaction and colleague issues promptly while understanding best practice rules
  • Assessing local market conditions and identifying current and prospective sales opportunities
  • Developing robust sales strategies with the Head of Retail
  • Managing the weekly cash orders and deliveries for the branches and acting as the point of contact whilst troubleshooting issues
  • Completing internal audits across the Network and deliver findings to the Head of Retail
  • Identifying and managing complaints in accordance with the Society’s Complaint Handling Policy and Procedures. Where a complaint arises, you will take ownership and management of that complaint, unless it relates to another business area or is a complaint against you personally; in which case, you will pass this on in a timely manner. Authorise redress where appropriate within own mandate as detailed in the Complaints Policy.
  • Identifying any potential or actual customer vulnerability throughout interactions (directly or indirectly) with customers and applying appropriate safeguarding to avoid potential harm, in accordance with the Society’s Vulnerable Customer Policy and Procedures. 

………. and more!


To be successful you will have knowledge of:

  • Strong financial and customer services knowledge (specialist)

  • Data analysis (specialist)

  • Confident in challenging others for the benefit of making improvements (specialist)

  • Good understanding of risk control and management (specialist)

  • Understanding of learning styles to aid in development and training (specialist)

  • Identifying opportunities (Specialist)

Rewards & benefits:

  • Performance Related Recognition Scheme 

  • Annual Bonus 

  • Pension 5% Employee and 8.5% Employer 

  • Physical, Mental and Financial Wellbeing support 

  • Life Assurance & Income Protection

  • Holiday Exchange

and lots more…. please get in touch to find out more….


About us:

We all know happiness comes from within. And it’s no different with Money Happiness. It starts right here! At Saffron BS we’re ready to build it, inspire it and celebrate it with our members, people and communities.

So, whatever that ‘happy’ is – from picking up the keys, to saving for that big day – we’re here with open arms, curious minds, and the kettle on. Ready to cheer our members on when they’re winning or build them back up when things haven’t gone to plan. And why? Because that’s what families do. 

For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron, and it takes each and every one of us to provide the service we’re proud of. 

So, bring you! Your energy, an abundance of team spirit and your hunger to help. Together we are building happy.

At Saffron, we are committed to building happy; for our communities, members, and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people and have a collaborative culture where everybody’s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce, adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.

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