Description
Role: Operations Manager - Retail Banking - Complaints Handling - Dartford - £350/day
Purpose of the role
To lead a technical operations team, across one or more sites, to deliver effective complaint resolution for the banks customers through high quality customer focussed interactions, whilst providing support to the Specialist Complaints area and complaint handling operations to ensure it effectively handles all complaints and has technical policies designed to ensure the best possible customer outcome, whilst taking into consideration the impacts.
Key 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.
- Establishing and maintaining management, control, capacity planning and information systems, including allocation of levels of authority and system access levels, to ensure effective oversight of volumes, performance, risk and compliance and instigation of appropriate mitigation actions.
- Managing and recruiting the operations team and ensuring team members 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.
- Ensure compliance of the operations team with Group Customer Relations Complaint Handling procedures, and minimum standards and complaint handling procedures.
- Supporting the Senior Ops Manager or Head of Operations as necessary, and proactively taking on additional responsibilities, to ensure the effectiveness, efficiency and compliance of Retail Operations, create and embed the collaborative culture needed for success, embed best practice, implement and embed change and build the internal and external profile of the centre.
- Proactively developing the necessary knowledge and skills needed to achieve successful delivery, develop and support the team and provide accurate and current advice and appropriate support to customers and colleagues.
- Proactively seek knowledge in relation to industry best practise and promote that knowledge to ensure the bank is acting in the most efficient way in regard to complaint handling.
- Actively monitor topics of complaints that may be increasing or activity by third parties to recruit customers to make complaints on certain subjects and once identified work across the business and the Specialist Complaints team to produce methods of complaint handling for new types of complaint.
- Manage the Specialist Complaints People Plan, ensuring our colleagues are put at the heart of what we do and as a result show improved Employee Opinion Survey results.
KPI's
- Achieve complaint handling KPIs as set each quarter
- Achieve customer advocacy and customer satisfaction targets
- Contribute to Complaint handling targets/objectives above and beyond those in the individual complaint handling teams
- Contribute outside of the complaint handling community to overall KPIs, across Customer, Colleague, Company and Citizenship.
- Development of team members across the operation is apparent and is central to operational performance
- Compliance with Complaint handling procedures and policies
- Risk Management, adherence to regulatory requirements and Compliance monitoring.
- Employee opinion survey people engagement & leadership scores.
Experience
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 depth of knowledge of the products, services and customers of the business areas being supported.
- Worked in an environment which is subject to regulatory oversight
- Achieved high levels of operational performance and customer satisfaction in a dynamic and changing business environment.
Knowledge
- Best practice management, control, capacity planning and information systems and how to exploit them.
- Full working knowledge of Bank/FSA compliance requirements.
- Full working knowledge of FSA DISP Rules, and Financial Ombudsman Practises.
- 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.
Skills & Competencies
- Demonstrate the interpersonal skills needed to deal effectively with their customers, stakeholders and colleagues.
- Commercial and business management.
- Communicate effectively, in oral, presentational and written form, to a range of audiences at all levels of the organisation and externally.
- Customer and service management.
- Leading and motivating people.
- Assessing training and development needs, and coaching and developing people.
- Managing performance, risk and change.
- Managing financial position of a cost centre.
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.