About the role
The Senior Operations Manager will be responsible for leading, developing and engaging a dynamic team of around 200 FTE, across dual sites. Reporting to the Head of Customer Care Operations, this role will hold responsibility for your operational area and direct reports.
This is a demanding role in a diverse, multi-faceted complaints operation which requires a strategic and tactical focus, whilst driving the performance of multiple teams. To be successful the role holder will need to coach and lead their team, providing the motivation and direction at all levels with a strong focus on people retention and creating an environment that colleagues feel is a great place to work.
Please note that this role is hybrid, with 2-3 days per week being based on-site.
You will be accountable for process adherence and customer outcome performance, playing the lead role in ensuring correct measures are in place to assess customer experience through the complaint management process.
1. Delivering strong customer outcomes through effective leadership of people; inclusive of resource planning and utilisation
2. Accountable for the TVG complaint handling policy and ongoing maintenance of same
3. Ensuring regulatory requirements are identified, implemented, and continually reviewed against new regulatory challenges
4. Effectively manage stakeholders within the partnership and internally in TVG maintaining effective communication and regular engagement with a broad range of audiences from front line advisors to executive board members
5. Executing all governance and control routines relevant to Customer Excellence and third-party teams
About you
You are an exceptionally strong leader, able to get to the root of business challenges and build relationships with the team through personal engagement. You will approach issues with emotional intelligence and be focused on developing a strong culture which promotes both employee and customer loyalty, measured through NPS and engagement surveys.
6. Experience in working in a complaint handling environment in a Financial Services organisation
7. A strong understanding of Consumer Duty and TCF principles
8. Strong Customer Focus to achieve resolution to complaints. Driving behaviours underpinned within Customer First
9. Strong leadership qualities with good motivation techniques. The ability to lead and inspire others to achieve business goals creating a high-performance team
Some of our benefits
10. Flexible, hybrid working model
11. Inclusive culture and environment, check out our Glassdoor reviews
12. £6,500 flexible benefits allowance to suit your needs
13. 30 days holiday + bank holidays
14. Udemy learning access
15. Bonus potential (performance and business-related)
16. Up to 25% discount on Very.co.uk
17. Matched pension up to 6%
18. More benefits can be found on our career site
How to apply
Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role a DBS (criminal records) check. Should your application progress we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions.