Operations Manager

To effectively lead a team of Team Managers and their direct reports in the Transfers Department. You will be accountable for managing and achieving key KPI's by continuously analysing trends to improve performance and ensuring proactive plans are in place. Quality excellence and risk management will be key areas of your area's performance and you will use your knowledge to contribute to the overall Transfers strategy. You will represent Transfers and own key deliverables of wider business projects. You will be responsible for providing inspirational leadership through effective coaching, communication, recognition, development and performance management of Team Managers and deputise for the Head of Transfers on an ad hoc basis.,

• Directly responsible for the performance of the Transfers department against key KPIs through leading and driving short and long term strategic plans.


• Representing Transfers on change and improvement initiatives to deliver sustained operational improvement and excellence


• Drive an efficient consistent and high quality service to our customers at every interaction.


• Effective leadership of your Team managers and their Direct reports through coaching, mentoring and development of them in their role, acting as a point of referral and escalation as required


• Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.


• Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.


• Treat customers fairly at all times


• Deputise for the Head of Transfers when required


• Responsible for the management of team resource and department planning and future forecasting, ensuring that at a team and departmental level, resource levels reflect business need and volume requirements.


• Deliver a multi-channel service, supporting inbound, outbound, email and secure messaging alongside social interactions.


• Maintain the first line of compliance defence by ensuring adherence to business processes and procedures that are designed to meet regulatory standards and policies set out by the firm.


• Maintain first line of risk defence in relation to identifying, mitigating and managing operational risks in line with policies set out by the firm, including appropriate escalation and risk event reporting.
  
  · Ability to forecast and effectively plan to deliver KPIs


· Proficient in excel and able to manipulate reports and understand the data, driving actions and solutions

· Proven experience of managing a High Performing Team. Experience of managing a Team of Managers would be advantageous

· Experience of managing in the financial services industry is essential

· A team player who is capable to lead and inspire team members, with experience of coaching and developing staff and be able to make sound decisions

· Proven ability to build relations with your team, the wider management team and other stakeholders

· Understand Consumer Duty

· Understand Anti Money Laundering/KYC Regulations.

· Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement

· Knowledge of ISA or SIPP products would be a considerable advantage

· Knowledge of the FCA complaint handling process would be an advantage

PERSONAL ATTRIBUTES:

STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME


• Clear communicator



• Strong team player



• Demonstrated passion and drive for delivering the best outcome



• Moving with speed - delivering faster and better



• Decisive and take ownership of outcomes



• Not afraid to challenge and be open to challenges
  
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