Customer Service Operations Manager/Financial Services

CCR Recruitment & Selection
40000.00 GBP Annual
29 Sep 2017
25 Oct 2017
Contract Type
Full Time

Customer Service Operations Manager/Financial Services
Salary GBP40,000 - GBP50,000
Location - Central London

Job brief

The operations manager will directly oversee customer operations across the organization covering Loans Admin, and Customer Queries and complaints within a regulated financial environment, the appointee will also be accountable for conducting quality assurance activity on the operations team to ensure regulatory compliance and drive continuous improvement. This is a hands-on role ideal for an experienced professional looking for an extensive challenging role.

• Responsible and accountable for managing the internal Customer Ops team
• Deliver and monitor department key performance indicators
• Identify areas for improved profitability and growth, making recommendations to the Senior Management team. Be accountable and/or contribute to efficiency projects
• Manage departmental budgets focusing on resource costs
• Implement change in response to legal, regulatory and business need development.
• Lead engagement with outsourcer providers on SLA adherence and performance
• Act as "single point" of escalation for internal Customer Operations agents; personally, handle complex customer queries and complaints and provide guidance to staff
• Act as the point contact for Ombudsman Service queries
• Identify and manage risks, issues and dependencies within Ops
• Conduct regular reviews of Customer Operations agents performance and manage underperformance
• Be an ambassador for the customer journey and look at new ways of working
• Development of operational reporting to be presented to senior management


• High calibre individual with good degree background and evident intellectual capability and clear thinker: Logical, analytical thought process with key attention to detail
• Professional, confident, enthusiastic and committed with strong communication skills
• Proven track record in driving results and process outcome improvement
• Change management skills
• Proven track record in motivating a team
• Excellent time management skills
• Ability to recognize problems and areas for improvements
• Strong analytical skills
• Experience as a Customer Operations Manager or Team Leader, ideally within a Financial Services / Consumer Lending environment
• Previous Call Centre management experience