Customer Operations Manager (Retail Banking)

55000.00 - 55000.00 GBP Annual + GBP55000/annum
17 May 2017
30 May 2017
Contract Type
Full Time
Our Client, a FTSE 250 listed company within the Finance and Banking Sector, are currently seeking a confident and proactive Customer Operations Manager to join their team on a full-time, permanent basis. The role would involve managing, organising and training the team to ensure the highest processing standards are achieved and maintained while ensuring best practice and full compliance to procedures and standards.
The ideal candidate will be energetic and charismatic with a drive to lead the team from the front. They will have excellent communication skills with a proactive attitude.

Duties and Responsibilities include:
- Gaining a full understanding of the department's strategy including resource and priority management across the team
- Working closely with the Customer Service team in an effective manner to ensure a commonality of purpose
- Developing strategic relationships and liaising regularly with other business managers to ensure operational excellence and critical thinking, end to end
- Supporting all ongoing projects by actively interviewing in relevant meetings
- Providing updates to senior management when required
- Developing and leading continued improvement initiatives for the team
People Management
- Recruiting, training and retaining high calibre employees within budget, headcount levels and temporary resource requirements
- Coaching, mentoring and developing staff including providing career development planning and opportunities
- Providing oversight and direction to employees in accordance with policies and procedures
- Ensuring that an effective performance review is operated in line with departmental guidelines
- Developing a culture of operational risk awareness, performance management, improvement and appraisal
- Managing all departmental HR issues
- Training and coaching employees on new product offerings quickly and effectively
Customer Excellence
- Ensuring all customer records are accurate and aligned to risk policy
- Ensuring departmental customer queries are responded to within agreed timescales/SLAs
- Developing, implementing and executing changes and improvements to develop the team
- Developing, documenting and regularly reviewing departmental policies and procedures
- Ensuring that all Governance and Compliance requirements are adhered to and all reporting activities required by Regulatory Bodies are carried out to the standards required
Risk and Compliance
- Imbedding the importance of Key Risk Indicators from an Operational and Conduct Risk perspective within the team so that further indicators may be identified
- Maintaining an awareness of the changing regulatory landscape, and in turn mitigating the potential impact on the department by regularly reviewing current practice

Skills and experience
- Previous and successful operations management experience gained in the retail banking sector essential
- Degree level education desirable
- Demonstrable understanding of regulatory governance
- Proven project management/process improvement experience within a regulated environment
- Outstanding communication skills with both internal and external stakeholders and customers
- Results driven, with proven experience of strong people management
- Excellence organisation, workflow management and attention to detail
- Analytical, with strong decision making skills
- Computer literate with intermediate Microsoft Office skills; particularly Word, Excel and Powerpoint

This is an exciting opportunity to join a dynamic company working at the forefront of their industry. If you feel this could the right opportunity for you apply directly, alternatively for more information call us on (Apply online only)