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Operations Manager

Posted on Jul 12, 2019 by CV-Library

Cambridgeshire, United Kingdom
Accountancy
Immediate Start
Annual Salary
Full-Time
Our client, a thriving business based in the heart of Peterborough, have an exciting opportunity to join their ever-expanding team as an Operational Manager.

Our client are specialists in providing Defined Contribution Pensions Administration and investment dealing services to a wide range of clients.

As the Operational Manager you will report into the Head of Scheme and Member Servicing and will have accountability for 4 Team Manager and circa 60 indirect reports.

Key responsibilities

Accountable for delivering professionalism through customer contact engagement and building an expert Contact Centre and Administration function

Managing NPS and reviewing detractor and promoter comments to focus on efficiency, work on continuous improvements and member experience

Adhere to TCF principles and support service delivery across all key processes, both financially critical and general servicing activities

Coach, manage and lead direct reports

Manage employee performance in accordance with agreed HR procedures

Ownership and resolution of all risks and incidents for the area, ensuring that appropriate mitigation or controls are implemented

Responsible for accurate resource forecasting, trend mapping and recruitment planning

Building and reviewing SLA reports, resource plans and recovery plans

Regulatory responsibility through Risk, Incidents, Audit, Sox and Quality monitoring to ensure the business performs to the level expected

Embed strong governance through completion of all appropriate reporting tasks to highlight performance against KPI's, Complaints, Risks, Incidents, Training Plans etcSkills and experience

Experienced working at Operational Manager/ Senior Team Leader level

Demonstrated Relationship and Account Management experience

Good understanding of operational management within the Financial Services industry is desirable

Experience of operational risk management

Excellent people management skills are essential

Ability to support and motive the teamIn return, you can expect career development and a range of financial services benefits including:

Non-contributory Pension upwards of 8%

Flexible benefits including private health care, income protection and life assurance

Additional voluntary benefits availableThe current working patterns are Monday - Friday, 8:30am - 5pm with flexibility needed based on workloads

Reference: 210403788

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