Description
Role: Senior Operations Manager
Skills: Senior Operations Manager - Mortgages - Banking
Overview:
Our client, a major UK retail bank, require the services of a Senior Operations Manager to support and manage allocated cost centres.
Core duties of the role:
- Managing allocated cost centres and the effectiveness, efficiency and compliance of allocated business processes in line with target expectations and making best endeavours to deal with variances against agreed demand.
- Managing the Group Complaints process in own department/centres, including the release of goodwill payments, to ensure the rapid resolution of issues to achieve customer satisfaction.
- Establishing and maintaining management, risk, control, business continuity and information systems, including allocation of levels of authority, to ensure effective oversight of performance, risk and compliance and instigation of appropriate mitigation actions.
- Managing and recruiting the operations team and ensuring everyone understands what is expected of them and how they are performing, have the appropriate resources, skills and knowledge needed to be effective, efficient and compliant and where appropriate, are provided with the information and support needed to develop their careers.
- Resolving escalated complaints, issues and problems to achieve the best possible outcome for the customer and the business in line with Regulation, company policy and best practice.
- Working proactively with senior operations manager colleagues and other Bank areas to ensure consistency, share best practice and enable the delivery of consistently high standards of seamless customer service across all customer propositions.
- Supporting the Head of Operations as necessary and taking personal responsibility for creating and embedding the collaborative culture needed for success, embedding best practice, implementing and embedding change and building the internal and external profile of the centre.
Core skills and experience required:
What does the role holder need to have done before?
- Proven experience in a range of operational and customer service leadership roles.
- Worked in an environment that has enabled them to gain a broad understanding of the Financial Services market and a significant depth of knowledge of the products, services and customers of the business areas being supported.
- Achieved high levels of operational performance and customer satisfaction in a dynamic and changing business environment.
- Successfully implemented and Embedded change, realising the agreed business benefits whilst maintaining operational performance.
What does the role holder need to know/know about and/or be qualified in?
- Best practice management, risk, control, business continuity and information systems and how to exploit them.
- Full working knowledge of FSA compliance requirements.
- In depth knowledge of the Retail Operations strategies, plans and practices.
- Detailed understanding of the business strategies and plans of the businesses that they support, and the end to end customer and business processes that their team operates and/or supports.
- In depth knowledge of the Group HR policies and practices and a good working knowledge of employment and health & safety regulations.
Please note that, due to the high level of applications we receive, we are not able to provide individual responses. If you have not heard from us within 5 working days, please assume that you have not been successful on this occasion. Services advertised by Campion Willcocks & Associates Ltd are those of an agency and/or employment business.