Job Title: Assistant Operations Manager – BFSI Complaints

Salary: 36k per year 

Location: Belfast / Newtownards / Birmingham / Waha

Short Description of the Job 

Deliver successful and appropriate customer and business outcomes by leading the function to achieve KPIs and SLAs, optimising capacity, managing risk and ensuring compliance to all policies and procedures, developing and delivering continuous improvement and driving the strategic direction of the function. 
 
Key Responsibilities 

Deliver the best use of resources, reducing costs and increasing productivity while reducing operational losses and operational errors 

Contribute to the definition of performance indicators, measurement, and reporting of critical MI to enable the right decision making 

Maintain effective relationships with internal and external stakeholders, and engage and influence stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process 

Create a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement, and development of skills 

Job Description 

Join us as a Complaints & Operations Function Leader 

• If you have good team leadership skills, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
• You’ll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
• You'll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people
• You will drive excellent quality ensuring good customer outcomes
• If you have a proven track of successfully managing end to end customer complaints. This role is your opportunity to deliver high-quality and regulatory compliant resolutions while driving continuous improvement in our processes

What you'll do

As a Complaints & Operations Function Leader, you’ll be leading your team to success with strong people and resource management. You will ensure all complaint handling processes adhere to FCA regulations. You’ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We’ll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes. 

You will also: 

• Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
• Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team
• Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function
• Helping to define performance indicators, measurements, and the reporting of critical MI to enable the right decision making
• Maintaining an effective training and accreditation plan
• Reviewing KPIs and taking actions to make sure that the unit maintains healthy matrices
• Achieving financial targets and efficiency gains through process improvement initiatives

The skills you'll need 

We’re looking for someone with good people management skills, with the ability to successful engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies. 

Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling is essential

You’ll also have previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking. 

You’ll also need: 

• Minimum 3 years’ experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role.
• End to End Complaint handling experience
• Identifying RCA complaints types and actioning possible solutions to reduce said complaints
• An understanding of our products, processes and relevant banking systems
• A background of working with risk and compliance