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Operations Manager

Posted 6 days ago

  • Sector: Customer Contact
  • Contact: Natasha Copitch
  • Expiry Date: 12 June 2022
  • Job Ref: NC/19035B

My client is looking for an Operations Manager to lead, motivate and develop Financial Services Operations teams to provide efficient, quality and compliant service delivery in relation to all regulated financial products, ensuring adherence to regulation, policies and procedures.


•Oversee team performance by monitoring expected productivity and quality standards to ensure service levels are achieved.

•Develop, implement and manage strategies and communications to maximise performance and service and minimise bad debt losses and complaints, whilst ensuring fair customer outcomes.

•Coach, mentor and manage underperformance to improve departmental standard of customer service, regulatory compliance and handling standards.

•Have a full understanding of the FCA’s CONC Sourcebook including outcomes with regards to treating Customers fairly

•Ensure regular quality monitoring of both internal and external teams to ensure robust and consistent delivery of customer service, TCF and regulatory requirements

•Create an environment of continuous improvement where feedback and learning from the Regulatory Complaints is delivered with action plans documented and followed up.

•Work closely with the wider Financial Services and Customer Experience teams to achieve synergies and operational efficiencies with specific reference to regulatory requirements and supplier processes

•Prevent escalation of a customer complaints by implementing appropriate handling solutions, undertaking root cause analysis and applying continuous improvement methodologies

•Provide and interpret MI to identify emerging trends, issues and opportunities. Providing insight and analysis relating to complaints handling and collections to senior management when required.

•Manage 3rd party/supplier relationships with outsource partners to maximise operational performance and maintain service level agreements.

•To review and undertake root cause analysis and where necessary improve current processes and procedure

Skills and Experience:

•Experience of Complaints and Collections within the UK consumer credit industry.

•Good understanding and knowledge of FCA regulatory requirements.

•Practical application of regulatory change into policy and process.

•Proven record of managing others

•Experience of strategy development

•Self-motivated with ability to initiate change and take responsibility for delivering solutions.

•Excellent communicator with ability to influence at a senior level.

•Enthusiastic and committed team player with flexible and adaptable approach.

•Experience in dealing with customer complaints

•Strong leadership experience and able to motivate and encourage others

•Able to investigate, analyse and interpret information and act according to business rules

•Understand the impact of debt and vulnerability

•Educated to degree level or equivalent or with 5 years relevant industry experience.

Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.