East Sussex - £45-55k plus benefits
Our clients is major financial institution who are looking to recruit an Operations Manager to run a team of people responsible for in life client service delivery. You will ensure the team meet the service expectations of both its clients and its commercial teams; internal and external regulators and the operational requirements of the employees; whilst delivering consistent cost efficiencies, process improvement and improved productivity.
To provide support to local operation managers and team leaders. Actively supporting and identify opportunities for operational excellence process improvement and a programme of change across the business.
Driving and championing delivery of outstanding customer service
Promoting and actively participating in a culture of continuous process improvement
Oversight and satisfactory on-going execution of supplier relationships.
Appropriate creation, review and cascading of information / reporting
Policy and Procedures kept current on Confluence system with link to intranet document space, critical SOP's included in the intranet and all SOP reviewed at least annually
Leading the process of continual evaluation / review and delivery of SLAs
Actively supporting our change management processes and delivery of change
Member of and actively involved in the Customer Forum
Awareness and consideration for action of client termination and on-boarding reasons
Responsible for effective processes and procedures to be in place and tested (evidence recorded) in regards to delivering in a business continuity situation
Risk & Compliance
Building internal and external relationships
Responsible for customer complaint process, reporting, analysing and compliance
Embracing and supporting compliance / other audits, actively involved in setting actions and following these through.
Developing our operational assurance capabilities
Adherence to and supporting delivery of Data Protection and Financial Crime standards
Power of Attorney authority
Risk and Control Register
Risk and Compliance
Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.
Leadership and Organisation
Exceptional capacity for managing and leading people and developing teams
Line management responsibility for;
Credit Control / Cash processing
Reconciliations and sales ledger risk controls
Actively championing career development aspirations of all reports
Driving clear succession planning
Supporting our culture programme, Values and 5 Forums
Skills and Experience
Background in the banking or financial services sector is required.
Effective prioritisation, highly organised and self-motivated
Competent and confident decision making
Evidence of mature and competent approach to staff management
Customer focus, user experience and service driven
Excellent ability regards attention to detail
Ability to influence at all levels
Successfully delivered Operational process improvement