Direct message the job poster from No1 CopperPot Credit Union
Driving brand visibility, member engagement, and business growth.
Who we are
No1 CopperPot Credit Union is a not-for-profit organisation, exclusively for the Police community and owned by its members. No1 CopperPot makes it simple to save, provides affordable loans and can help a member buy or remortgage their home. Here’s why you’ll love working with us and what we need from you.
Role Overview
Role: Member Operations Manager
Reports to: COO
Salary: From £52,504
Hours: Full time
Location: Cheadle Royal Business Park / Hybrid /Agile Working
Key Relationships: C-Suite and Management Team, Stakeholders and Third Parties.
The Member Services Manager is responsible for leading the Member Services, Lending (Secure and Unsecure) and Administration Teams in the delivery of excellent customer outcomes and service to our members. Direct line management of the Member Operations Team Leader and the Lending Team Leader.
Your Key Responsibilities
Strategic Delivery
* Support the COO in the planning and execution of the operational strategy and improvement initiatives.
Member Operations Delivery
* Responsible for leading the Member Operations team.
* Ensuring adequate operational resilience. Day to day team coverage across the frontline operational teams.
* Ensure the Credit Unions operations are efficient and cost effective. Leading the team to improve process and simplify ways of working.
* Leading and developing a culture of continuous improvement and leading change within operations teams.
* Ensuring the Credit Union service levels are achieved. Achieving agreed KPIs.
* Responsible for delivering excellent member services, understanding opportunities and continuously improving member outcomes, delivering to member KPI’s.
* Responsible for overall reporting, monitoring and resolution of member complaints within agreed service levels. Responsible for managing and reporting in line with regulatory requirements.
* Responsible for creating operational resilience and flexibility through cross skilling and create a flexible work force.
* Management of all risks associated with the role, ongoing management of the operational risk log.
* Ensure that procedures within the role’s responsibility are documented, maintained and adhered to.
Management & Development
* Responsible for promoting and driving the values and ethics throughout the Credit Union and its service levels.
* Responsible for ensuring that the Operations team have all the required training and competencies needed to fulfil their roles.
* Responsible for championing our values, mission and our purpose. Rewarding and recognising the team where appropriate, whilst working with the Head of People to develop coaching across the team.
Qualifications and skills you will bring to us
* Maintaining high levels of customer service
* Workflow – keeping work up to date and avoiding backlogs
* Training and product knowledge of staff within the Team
Key Competencies for Senior Level Roles
Responsible for championing the Credit Union’s values, mission and our purpose, whilst rewarding and recognising the team where appropriate and developing and coaching across the team.
Member Focus
Focuses on customer, provides high quality service. Understands membership served
Effective Communication
Communicates effectively both verbally and in writing
Actively encourages and supports the development of people
Openness to change
Recognises and responds to the need for change and uses it to improve performance
Personal Responsibility
Takes personal responsibility for making things happen and achieving required results
Planning & Organising
Plans, organises and supervises activities to ensure efficient and effective use of resources
Problem Solving
Gathers information from a range of sources. Analyses data to identify problems and issues
Respect for Diversity
Considers and demonstrates respect for others irrespective of position, background, status, etc
Strategic Perspective
Looks at issues from a broad perspective. Thinks ahead and prepares for the future.
Team Working
Develops strong working relationships within and outside own team to achieve common goals.
Employee benefits
* We are currently operating a hybrid working approach, with a mix of office based and home working.
* 21 days annual leave entitlement, increasing by 1 day each year, capped at 26 days. In addition, we give all our staff a day off on their birthday.
* Sovereign Healthcare and Death in Service cover provided.
* Three days of volunteering allowed per year in like-minded organisations.
* Opportunity to learn and develop your skills through internal and external training.
* You’ll have the option of joining our discounted group insurance scheme.
* Free parking and easily accessible from the motorway.
* Finally, you will be a valuable asset to the organisation and you can make a difference.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
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