Operations Manager
Core
Leading a team of team leaders to deliver high-quality, cost-efficient operations services for Shareholder Solutions, Pensions, Investment Services, and other business functions.
Role type
Senior Operations Manager (Customer Experience & Operations)
Builds
Operations support services for Shareholder Solutions, Pensions Solutions, Investment Services, Employee Benefit Solutions, KYC Operations, Customer Experience Centre, Reconciliations, and Innovation.
Domain
Financial Services / Operations Management
Required skills
Team leadership, performance management, process improvement, project management, financial resource monitoring, regulatory compliance, change management, customer satisfaction (CSAT/NPS) drive, risk mitigation, stakeholder relationship management
Preferred skills
Contact Centre management experience, Financial Markets knowledge, ICSA or IAQ qualification (Compliance module)
Technologies
CAPA process, FCA Principles for Business
Responsibilities
Lead and scale large customer care operations; ensure staff training, deployment, and development; drive customer satisfaction and handle escalations; monitor regulatory and security compliance; implement process improvements and changes with minimal disruption; manage projects on time and within budget; maintain relationships to support business KPIs.
Seniority
Senior, hands-on IC with team leadership
