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Senior Operations manager Complaints Performance - FTC 12 months

  • Location: Leeds
  • Salary: £45,000
  • Job Type:Contract

Posted over 1 year ago

  • Sector: Front-Line Talent
  • Contact: Natasha Copitch
  • Expiry Date: 20 January 2023
  • Job Ref: NC/19837

​My client is looking for a Senior Operations Manager within Complaints to be responsible for leading the Complaint Handling Operations ensuring a prompt and effective service, for both customers and the business.

The position requires a very detailed knowledge of the regulatory environment, complaint handling outcomes and complaint management systems. The candidate must to demonstrate the following: strong people leadership and engagement skills, critical and creative thinking and be willing and able to challenge existing ways of working as a means to drive continuous improvement and adapt to the changing needs of our customers.

Responsibilities

•Accomplished people leader with confirmed partner management experience gained within complaint handling environment.

•Ability to lead, mentor and develop a team to achieve exceptional standards of performance across all key performance objectives, with specific emphasis on the quality of customer outcomes and customer communications.

•Ability to organise c55 fte into a team structure which optimises performance and delivers a sustainable customer experience

•Ability to inspire, involve, empower and lead people through periods of rapid change delivering sustainable business results and fair customer outcomes.

•Experience gained within Financial Services, preferably in Consumer Credit, with a strong proven understanding of the relevant regulatory and legal requirements.

•Strong analytical skills combined with the ability to understand context and translate this into the development of medium and longer-term plans for both department and the business.

Skills & Experience

•Experience leading a complaints department at senior level for at least two years

•A strong awareness of regulatory requirements applicable to Financial Services Industry

•Knowledge of the complaints handling processes, procedures and systems

•Ability to demonstrate critical thinking and challenge ways of working to promote innovation.

•Strong communicator, both verbal and written, in developing others as well as relationship and partner management

•Strong planning and organising skills

•Concern for detail and accuracy in all reporting, alongside day to day team management duties

•Ability to critically analyse data, identify and act upon trends.

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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.

If you would like this job advertisement in an alternative format, please contact MERJE directly

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