Operations Manager, Complaints - Remote

Overview

The Operations Manager for Complaints will lead a team focused on delivering excellent customer service and managing complaints effectively within a regulated environment.

In Short

• Lead a customer-centric culture focused on helping customers with their financial lives.
• Maximize efficiencies and deliver on key performance indicators.
• Coach and develop Team Managers to ensure quality outcomes.
• Interpret performance data to drive operational improvements.
• Support recruitment and people management within the Complaints team.
• Lead projects that shape the future of the business and customer experience.
• Facilitate team meetings and ensure effective information flow.
• Empower teams to celebrate successes and milestones.

Requirements

• Experience as an Operations Manager in a regulated complaints environment.
• Strong senior leadership experience in a fast-paced customer-centric role, preferably in banking.
• Ability to resolve customer complaints effectively.
• Proficient in data interpretation and process improvement recommendations.
• Experience in turning around underperforming teams.
• Able to prioritize based on customer demands and business needs.
• Project management skills to execute and deliver results.
• Strong communication skills for both 1:1 and large group interactions.
• Empathetic leadership style with a focus on team development.
• Motivated to solve problems proactively.

Benefits

• Competitive salary with share options.
• Flexible working hours.
• £1,000 annual learning budget for professional development.
• Support for remote work setup.
• Inclusive and diverse workplace culture.