Customer Operations Manager

at  Wesleyan

WE’RE LOOKING FOR:

• Expert knowledge and experience of managing both Back Office and Contact Centre Operations
• Understanding of the impact of working in a Regulated Environment; we’re looking for experience within Financial Services- ideally within Pensions / Retirement products
• Demonstrable experience of resource and capacity planning
• Strong leadership skills gained from experience of managing a high performing team; with fantastic coaching and training ability
• Ability to adopt and encourage a positive attitude to change, with experience leading people through the change lifecycle
• Knowledge of compliance / regulatory standards as applying to the sales process and company business objectives
• Organisational skills and proactive in ways of working; able to work under pressure in a high pace environment, with the ability to prioritise whilst managing expectations against tight deadlines
• Stakeholder management both inside and outside Customer Operations at all levels, including Senior Leaders

WHAT TO KNOW BEFORE APPLYING:

Equal Opportunities: Wesleyan are an equal opportunities employer. We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.
Reasonable Adjustments: We understand that there are a wide range of reasons that you may require reasonable adjustments to the recruitment process- please let us know in your application how we can best support you.
VISA Sponsorship: We are unable to provide VISA sponsorship, and therefore cannot employ anyone who does not have the legal right to live and work in the UK – within our recruitment process you will be asked to provide evidence of your Right to Work.
Advert Closing: We typically advertise for two weeks, though we reserve the right to close adverts early if we receive a high volume of applications; we would therefore recommend an early application if you’d like to be considered for our opportunities.
Regulatory Requirements: Please note this is role is subject to regulatory requirements. As a financial services organisation we are committed to adopting the highest standards and we do this by employing individuals with the appropriate skills, experience and integrity to protect the Wesleyan Group and our customers. Relevant checks and assessments will be carried out during the recruitment process. The nature of the checks will depend on whether the role is subject to the Senior Managers and Certification Regime (SMCR) or the Insurance Distribution Directive Please note a criminal record check and credit check will apply and this role is also subject to ongoing checks in line with the Group SMCR Framework (Fit & Proper Policy).

YOUR ROLE:

As our Customer Operations Manager, you will play an important part by leading and developing a team of our Operations Team Managers who oversee our dedicated Customer Service Advisors- this role is to look after our Pensions team.
You will ensure that we consistently deliver high standards of customer service whilst using effective planning to manage the cost to serve.
This role is extremely fast paced, with a lot of plate spinning, so if you’re someone who thrives in a busy environment and is looking for a new opportunity, we’ll give you the autonomy to influence and develop your department: how you manage your team, training and development, continuous improvement initiations and even budgeted reward and recognition schemes. This is a fantastic opportunity to share best practice amongst peers and make a real difference in a Customer focussed environment.

WHAT YOU’LL BE DOING:

• Ensuring the department is performing against all key performance indicators, providing regular updates to leadership on the current department performance against plan
• Monitoring performance figures on a regular basis, alongside developing robust forecasts for the team to optimise customer delivery whilst supporting CO to effectively manage the cost to serve
• Inspiring others by demonstrating a positive people orientated leadership style, transmitting a clear vision of the future and support of organisational changes and providing coaching, counselling and training support when needed
• Performance Management – managing directly and indirectly through direct reports to realise the potential of all staff
• Resourcing – managing the supply of appropriate staff to all areas of the operation in line with requirements
• Compliance – ensuring the operation operates in accordance with statutory, regulatory and Society requirements. This will include undertaking regular checks with your team and ensuing requirements are met
• Encouraging team engagement in continuous improvement initiatives and ensuring that agreed changes are successfully implemented
  We know the best teams are made up of inclusive groups of diverse people where everyone’s contribution counts, and we believe everyone has the right to proudly be themselves. We’re building a culture where difference is actively encouraged and simply recruit the best people for the job irrespective of lifestyle, life history and life choices.