You will be providing operational support to the client within their remediation complaints department. You will be providing insight on complaint themes and trends and be proactive in your approach to improving the success of the project.
Our client is looking for someone with experience in remediation who has a strong knowledge of the financial ombudsman service (FOS) and their processes.
What you’ll be doing as an Operations Manager:
* Performance management for the department and provide regular feedback to the client.
* Optimising processes and improving performance whilst maintaining quality standards.
* Ensuring compliance within FCA guidelines.
* Provide MI reports on weekly/monthly basis.
* Review potential complaint trends across complaint types including FOS related complaints.
* Solving complex problems and managing key stakeholder to find a fair resolution.
What we’d like to see from your application:
* Strong operational background within the Financial Services sectors ideally within a remediation project.
* Demonstratable knowledge of the FOS and FCA.
* Experience managing and connecting with a team to drive success.
* Reporting and stakeholder management skills.
* Numerate, analytical with excellent IT systems orientation including knowledge of Word and Excel.
* Excellent communication skills, to include fluent English both written and verbal.