Overview
Deliver successful and appropriate customer and business outcomes by leading the function to achieve KPIs and SLAs, optimising capacity, managing risk and ensuring compliance to all policies and procedures, developing and delivering continuous improvement and driving the strategic direction of the function.
Deliver the best use of resources, reducing costs and increasing productivity while reducing operational losses and operational errors. Contribute to the definition of performance indicators, measurement, and reporting of critical MI to enable the right decision making. Maintain effective relationships with internal and external stakeholders, and engage and influence stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process. Create a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement and development of skills. Join us as a Complaints & Operations Function Leader.
Key responsibilities
- If you have good team leadership skills, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders.
- You’ll lead a function to achieve its KPIs and SLAs, delivering successful and appropriate customer and business outcomes.
- You’ll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people.
- You will drive excellent quality ensuring good customer outcomes.
- If you have a proven track of successfully managing end to end customer complaints, this role is your opportunity to deliver high‑quality and regulatory compliant resolutions while driving continuous improvement in our processes.
- Ensure your operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards.
- Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team.
- Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function.
- Helping to define performance indicators, measurements, and the reporting of critical MI to enable the right decision making.
- Maintaining an effective training and accreditation plan.
- Reviewing KPIs and taking actions to make sure that the unit maintains healthy matrices.
- Achieving financial targets and efficiency gains through process improvement initiatives.
What we’re looking for
You’re a people manager with the ability to successfully engage and motivate teams to success. You have an understanding of people processes and policies.
Qualifications
- Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling is essential.
- Previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking.
- Minimum 3 years of experience of complaint handling within a Financial Services organization and minimum 2 years in a management role.
- End to end complaint handling experience.
- Identifying RCA complaint types and actioning possible solutions to reduce said complaints.
- An understanding of our products, processes and relevant banking systems.
- A background of working with risk and compliance.
#J-18808-Ljbffr…