VCFSUK Operations & Services Manager

Reporting into the Senior Operations and Services Manager, the key purpose of the role is to take the lead on a number of operational activities and initiatives. These will include reviews of processes and polices, oversight of key operational functions, reporting against SLAs and KPIs, root cause analysis and problem resolution. Key responsibilities include:

• Ownership for operational business processes such as but not limited to asset remarketing, complaints, operational risk loss management.
• Monitoring and reporting of SLA and KPI performance of third-party contractors.
• Ownership of operational reporting to demonstrate full adoption of Consumer Duty principles, including the identification of areas of concern.
• Root cause analysis of challenge areas and development of mitigation strategies.
• Maintenance of operational dashboard detailing internal and external performance, highlighting areas of concern and approaches for resolution.
• Responsibility for leading and co-ordination of business input and development of new operational initiatives.
• Leading of change control and review of customer documentation and communications to ensure compliance at all times.
• Working with the Data and Reporting Manager, review and monitor operational performance and advise on strategic developments
• Engage with all cross-functional areas of the business whose roles have an impact on operations to manage identified business issues to resolution.
You will aspire to our three core values: Excellence - You are driven to produce high-quality work, and relentlessly pursue excellence. You do not tolerate mediocrity and you work intensely to achieve your goals. Bravery - You are willing to take calculated risks to achieve goals, proposing and implementing innovative solutions to problems. You speak up against unethical behaviour, standing up for beliefs, even if it goes against popular opinion. Collaboration - Effectively communicate with colleagues, actively listening to understand others' perspectives. Resolving conflicts and maintaining positive relationships with colleagues

You will have the ability to coordinate and report to senior stakeholders, internally and externally to drive customer-centric solutions for the business. Customer-focused, you will be a self-starter, who can adopt a proactive approach and take initiative with minimal supervision. Excellent written & oral communication skills are essential, along with an ability to interact with all levels of end users and technical resources. You should be able to display strong analytical skills and the ability to provide proactive insights as well as recommendations for changes. An intermediary to advanced Excel knowledge (V Lookup, pivot tables, data analysis) will be needed for the review and monitoring of operational performance and the monitoring and reporting of SLA and KPI performance of third-party contractors. Experience gained within an automotive finance environment is highly desirable and you will need strong attention to detail, have a positive, can-do attitude with the ability to balance multiple tasks, and switch priority/focus as needed. Experience in an operational or change management function would be beneficial.

Volvo Car Financial Services UK (VCFSUK) is a financial services joint venture business, part-owned by Volvo Cars and Santander Consumer Finance, operating across the UK Volvo retailer network, and also supporting Polestar and London Electric Vehicle Company (LEVC). Everything we do starts with people. It's what makes us different from other companies. If you share our belief in the power of people and our passion for human-centric innovation, you will thrive together with brilliant, like-minded colleagues who are committed to making a true difference., Volvo Car Financial Services UK is an equal opportunities employer. We are a company for people who care about other people and for the world we live in. We celebrate diversity and inclusion in the workplace and are committed to equality of opportunity for all employees and employment practices, including hiring, recruiting, and promotion. It's what you do that counts and we are always looking to expand perspectives and voices to shape our future. With us, you can truly be yourself, embrace new opportunities, thrive and a make a difference.

People are at the heart of our business. We want you to innovate, challenge, and build a future career at VCFSUK. In return, we offer a competitive basic salary of circa £60,000 DOE, and a discretionary performance-related bonus. Hybrid working allows for greater flexibility and work-life balance (currently 2 days in the office), further enabling us to reduce our environmental impact and support your personal circumstances. We offer a 35-hour flexible working week, and 30 days annual leave plus bank holidays. You will be able to choose from a suite of flexible benefits along with Health & wellbeing initiatives, charitable giving days alongside personal growth and career development opportunities. We have a subsidised onsite restaurant plus free refreshments and snacks. You will have access to 2 cars through Volvo's preferential employee lease car scheme along with, plenty of free onsite parking and electric car charging for your plug-in hybrid or battery electric vehicle. We also offer subsidised home chargers to support our sustainable focus, and journey to zero-emission driving.