Reporting to the Head of Customer Support, my client is seeking a dynamic and experienced Customer Excellence Manager to join their team. This senior management role will be responsible for overseeing and managing the Managers who lead our Quality Auditing (QA) team, Complaints team, technical and Credit Risk team. The successful candidate will play a crucial role in ensuring the highest standards of customer service and risk management across all aspects of their operations.
Overview:
· This role is critical in bringing together the areas of excellence in ensuring customer outcomes and mitigation of our risk are at the forefront
· To have responsibility for and thought-leadership in the delivery of certain work-types/processes, taking a system thinking approach
· To supervise, develop, lead and motivate a team or teams to deliver operational requirements, ensuring all targets are achieved whilst continually meeting all quality, regulatory and procedural standards
· Leadership and Management: Provide leadership, guidance, and support to the Managers of the 4 teams - QA, Complaints, Technical and Credit Risk (c. 30 FTE). Set clear objectives, monitor performance, and foster a culture of excellence and continuous improvement.
· Quality Assurance: Oversee the development and implementation of quality assurance processes and procedures to ensure compliance with regulatory requirements and adherence to company policies and standards. C...