Talent Network
Back to results

Head of Direct Banking

The Business

Join us as Head of Direct Banking

  • As a key part of our Personal Banking leadership team, we'll look to you to define and deliver the Direct Banking distribution strategy – covering both telephony and digital – for Personal Banking
  • You'll work closely with teams in both Ulster Bank and RBS, building our direct proposition and delivering great customer experiences and outcome
  • You'll deliver industry leading customer service satisfaction and growth, as well as revenue and profit across direct channels and unsecured lending products
  • While the role is primarily Dublin based, you'll have the flexibility to work from other locations and at home should you wish

What you'll do

This is a new addition to our Personal Banking leadership team, in which you'll contribute to the development and implementation of our Personal Banking strategy, working closely with the Personal Banking management team, and reporting to the MD of Personal Banking.

You'll have the responsibility of transforming our direct customer channels to provide a superior experience in customer service and unsecured lending. We'll look to you to provide leadership and direction to the Direct Banking teams to ensure customer needs are met through their preferred channel, and to define and deliver a direct channel strategy that will optimise service quality and deliver great customer experiences, working collaboratively with key stakeholders in Ulster Bank and RBS to successfully deliver.

You'll also:

  • Manage the P&L for Direct Banking sales channels, delivering against targets
  • Provide leadership and development opportunities to the Direct Banking teams to ensure our people are actively engaged and delivering great customer service
  • Lead the transformation of Direct Banking channels for our Personal Banking customers in the Republic of Ireland, leveraging the best of RBS capability to serve the local market
  • Execute plans for products and services in direct channels, aligned with agreed goals

The skills you'll need

We're looking for someone with experience of setting up and successfully managing a customer contact centre, and who has comprehensive knowledge of the regulatory environment in which we operate. You'll have experience driving direct customer service and sales distribution, through telephony and digital channels, and building efficient operating channels that excel in customer service.

You'll also demonstrate:

  • The ability to successfully influence peers, senior executives and external stakeholders
  • Experience of successfully building and leading a team to serve customers through direct channels across multiple sites
  • A strategic approach and the ability to simplify complex and conflicting tasks and policy positions
  • Strong commercial and financial knowledge of the Personal Banking sector and external market place
  • Exceptional communication skills, with the ability to convey complex messages to any audience
  • Knowledge of relevant regulatory and statutory obligations, with a strong risk acumen

How we'll reward you

In return, we offer a competitive salary and you'll also join our retirement savings plan. You can also choose from a selection of protection, healthcare or lifestyle extras from RBSelect, our fully flexible reward programme.

Visit our reward and benefits page for more information on the benefit packages we offer.


At Ulster Bank, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulators, the Financial Conduct Authority (FCA) and the Central Bank of Ireland (CBI), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and Fitness and Probity (F&P) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These may include a full credit check, a criminal record check (if based in the UK), residency and right to work checks.

There will be an ongoing requirement for the role holder to maintain fit, proper and sound standing to perform in the post.