Operations Manager (UK Motor Finance)
Overview
The OM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.
Requirements
- 2 years minimum in an OM Role (Essential)
- Must be experienced in UK Financial Services (Essential)
- Minimum qualification: Matric/NQF 4
- Relevant tertiary qualification advantageous
- Experience in financial services essential (Banking/Insurance)
- 2 years in a Senior Operations Management role in a BPO/Call Centre environment
- Clear Disciplinary Record
- Experience in complaints handling, ideally with UK-based clients
- Preferred experience in financial services/insurance sector
- Strong communication skills with senior stakeholders and clients
- Proficiency in MS Excel
Responsibilities
- Managing performance and achievement of Team Leader KPIs
- Ensure daily huddles are prepared and held
- Leave/Absence Management ensuring required resourcing is available as per SLA
- Disciplinary & HR-related matters are attended to in line with company policy and protocols
- Create and drive team motivation
- Encourage cross-functional collaboration
- Drive a high-performance environment, ensuring client objectives are consistently achieved
- Foster the HW culture aligned to a people-centric approach
- Structured and ongoing coaching/mentoring
- Lead bi-monthly call review sessions with documented actions and outcomes
- Conduct monthly 1-1s with Team Leaders to review team performance and personal development
- Define operational objectives
- Agree and deliver key operational metrics
- Monitor performance and adapt activities accordingly
- Communicate departmental information effectively
- Implement quality control mechanisms
- Manage legislative requirements
- Oversee processes and monitor performance
- Support the Client Director in maintaining strong client interactions
- Collaborate with clients through WBR, MBR, and QBR
- Identify departmental change initiatives
- Collaborate with BI team to build operational reporting and insights
How to apply
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