A high-growth, consumer-focused business is hiring a Customer Operations Manager to own the day-to-day performance of its Customer support function within Financial Services.
This is a hands-on operational leadership role, responsible for leading Team Leaders and frontline teams across phone, email & chat. You'll be accountable for service levels, customer satisfaction, productivity and team performance, while building scalable processes to support growth.
Key focus areas
* Leading and developing Team Leaders and Service teams
* Owning inbound KPIs (SLAs, quality, productivity)
* Running daily operations, resourcing and escalations
* Embedding strong performance management and continuous improvement
About you
* Strong background managing
Team Leaders and Customer Service Advisors
* Experience working in a fast-paced, customer-focused environment (e.g. contact centre, service operations)
* Excellent people management, coaching, and leadership skills
* Data-driven with the ability to interpret KPIs and turn insight into action
* Confident communicator with strong stakeholder management skills
* Organised, resilient, and able to manage competing priorities