Operations Delivery Lead - Complaints
Core
Lead and develop a team of Team Managers in the Complaints department to drive operational improvement and exceptional customer outcomes in a highly regulated financial services environment.
Role type
Senior Operations Delivery Lead (Complaints)
Builds
High-performing complaints resolution teams and continuous operational improvement programs
Domain
Financial Services / Regulatory Compliance / Customer Service
Required skills
Team leadership and coaching, Change management, Analytical skills, Performance management, Regulatory compliance knowledge, AI adoption
Preferred skills
Experience managing team leaders, Background in financial services operations, Knowledge of Financial Ombudsman Service (FOS) guidelines
Technologies
AI tools, ICTT feedback systems, QA tools
Responsibilities
Coach and upskill Team Managers, Partner with Training Team to identify skill gaps and shape development programs, Drive continuous operational improvement using customer feedback and quality reviews, Support managers in handling team performance and workplace standards, Ensure compliance with strict regulatory timeframes
Seniority
Senior, hands-on IC with team leadership