Are you a passionate leader with a drive to deliver outstanding customer outcomes? We’re looking for a Customer Operations Senior Manager to shape and lead our omni-channel call centre on a temporary basis, ensuring exceptional service, strong performance, and regulatory excellence across a complex, fast‑paced environment.
What you’ll be doing
- Leading and inspiring a high‑performing call centre team, delivering first‑class service across phone, online, and paper channels
- Driving operational efficiency, cost control, and continuous improvement through data‑driven decision making
- Ensuring regulatory compliance and risk management while maintaining a strong customer‑first mindset
- Championing innovation and change, identifying opportunities to enhance processes, service delivery and customer experience
- Acting as a subject matter expert, particularly in supporting vulnerable customers and improving outcomes through insight and feedback
- Partnering with senior stakeholders to deliver strategic priorities and contribute to business growth
What we’re looking for
- Proven experience leading large, multi‑channel call centre.
- Strong understanding of regulatory frameworks and risk management within a financial services or regulated environment
- A track record of delivering operational excellence, continuous improvement, and cost efficiency
- A collaborative, proactive leader who thrives in driving change, innovation, and performance
- Excellent stakeholder management and communication skills, with the ability to manage complex priorities
This is an exciting opportunity to make a real impact—leading teams, shaping strategy, and delivering meaningful improvements that enhance both customer experience and business performance.
