Job Description
As an Operational Implementation Manager you will be responsible for prioritising and delivering required strategic changes and managing the Customer Strategy Analysts. You will be responsible for designing and delivering change to Operational Customer Strategies. You will be working closely with Credit Risk and Operational teams to ensure Customer Strategies are effective, appropriate and deliver good customer outcomes. You will also work with Credit Risk and the Operational teams to monitor strategy performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements.
As an Operational Implementation Manager you will :
* Own the Customer Strategy backlog ensure that changes are appropriately prioritised and delivered
* Deliver and embed strategic changes into the Operation to enhance performance, drive efficiency, improve customer outcomes or adhere to regulatory guidelines
* Design & own Operational Strategies and principles such as Forbearance & Vulnerability
* Establish & embed oversight and monitoring of operational Strategies, frameworks and other directive controls.
* Be the key point of contact for 1st line Credit Risk on credit / conduct risk intersection
* Collaborate with ops teams and credit risk to improve the effectiveness of customer management strategies
* Manager Customer Strategy Analysts to deliver Strategic initiatives.
* Deliver against operational plans so that the business can reach its strategic objectives, create a customer centric culture and deliver good outcomes for customers and the business
Qualifications
Essential:
* Understanding and experience of managing and prioritising Change backlogs.
* Experience of delivering change
* Understanding and experience of the regulatory requirements for mortgage businesses; in particular, requirements around the management of arrears, supporting customers in financial difficulty and Consumer Duty
* Experience of design and maintenance of operational policies, procedures and processes.
* Creative and inspiring; able to bring a vision to life and explain complex concepts in an engaging and compelling manner.
* Excellent stakeholder management skills: building relationships and networks across the business based upon integrity and trust.
* Experience of establishing and managing within governance frameworks
* The ability to work collaboratively with the wider business to support the overall goal of a more effective and efficient operating model.
* Demonstrable experience of working with, and influencing, senior stakeholders, group business partners (e.g., Compliance), the ability to challenge where appropriate and experience of leading governance meetings/forums.
* A good understanding of Risk identification, assessment, and mitigation (across all risk categories)
* Has the ability to think outside of the box and drive towards ‘outcomes’ rather than duplicating what we have today; looking for opportunities to improve ways of working, enhance controls, drive efficiency, and enhance customer outcomes
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.
Additional Information
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.