Senior Operations Manager, Complaints - Remote

Overview

The Senior Operations Manager for Complaints will lead a team focused on delivering exceptional service and resolving customer issues efficiently, ensuring compliance with regulations.

In Short

• Lead the Complaints Operations team to ensure high performance and compliance.
• Manage a team of Operations Managers and Team Managers.
• Drive operational excellence in handling customer complaints.
• Evaluate and redesign processes for improved customer service.
• Use performance data to identify and implement improvements.
• Collaborate with various stakeholders to enhance operations.
• Foster a culture of customer advocacy within the team.
• Manage team rituals and ensure effective communication.
• Oversee both in-house and third-party operations.
• Support the development of team members and maintain engagement.

Requirements

• Deep understanding of complaints operations in a regulated environment.
• Strong leadership and people management experience.
• Experience in high-volume customer operations.
• Hands-on approach to team management.
• Proven track record in project delivery and change management.
• Ability to coach and develop teams to meet targets.
• Strong communication skills for effective stakeholder engagement.
• Experience in data-driven decision making.
• Values-driven with alignment to company values.
• Proficient in planning and organization.
• Fluency in MacOS, Slack, and GSuite tools.

Benefits

• Salary of £65,000 - £85,000 plus share options.
• Flexible working hours.
• £1,000 annual learning budget.
• Support for remote work setup.
• Additional benefits available.