You will providing operational support to the client within their complaints department. You will be providing insight on complaint themes and trends and be proactive in your approach to improving the success of the complaints team.
Our client is looking for someone with recent experience of complaints and or remediation projects who has a strong knowledge and experience of the financial ombudsman service (FOS) and their processes.
Location: Bracknell. You will have the flexibility to work 3 days in office and 2 days from home.
Day rate contract pay administered by Umbrella company.
Hours: 37.5 hr week Monday to Friday, 9am to 5:30pm.
What you’ll be doing as an Operations Manager:
* Undertake performance management for the department and provide regular feedback to the client.
* Review and take ownership for work allocation and ensure the team are meeting SLA’s.
* Work with the SMEs to review team quality and productivity and report to client on a regular basis to ensure SLAs are met.
* Provide MI reports on weekly/monthly basis to support progress.
* Support and be the main conduit for the case handling team and provide guidance and supervision to cultivate continuous improvement.
* Take evidence based feedback from the team to help review process improvements.
* Review potential complaint trends across complaint types including FOS related complaints.
What we’d like to see from your application:
* Strong operational background within the Financial Services sectors ideally within a complaints department.
* Demonstratable knowledge of FOS complaints procedures.
* 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.