Resolution Operations Manager - London, United Kingdom - Pontoon

Pontoon

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Permanent Opportunity

Role:
Resolution Operations Manager

Location:
London/Hybrid - in the office 2 days a week

Salary:
£62100pa plus benefits (details below)

Standard working hours:
Monday - Friday 9am - 5pm with some flexibility

If called for interview you must be available to attend an assessment centre on either 4th or 5th April for half a day as determined by the business.

For the past 21 years, my high-profile client has been getting customers of failed authorised financial services firms back on track.

Their strength is in their numbers. Since 2001, they have helped 6.5m customers and paid back £26bn in compensation.

Overthe years they have continually strived to be better, faster, and more empathetic to their customers' needs in an ever more complex financial world.

Their people have worked together to make sure they can offer protection and reassurance every step of theway, even during the toughest of times over the last two years.

As an organisation they make a difference, and in which their people truly make a difference.

They have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic.

As a result of this success, they has become increasingly respected, insightful,and influential in the regulatory eco-system. It is an exciting time in their journey as they now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather thancure

The Role

Reporting to the Resolution Manager, you will be accountable for the effective management of teams processing claims and managing failed firms.

As part of the wider Resolution business area, you will need to ensure the customer is at the heart of every decisionand ensure SLA and timeframes are adhered to.

You will need to liaise with relevant internal and external parties including Insolvency Practitioners, Run off Agents, PRA, FCA, and other third parties.

Your role will ensure the process for claims and key controls are agreed upon and adhered to throughoutthe journey of a failed firm providing technical support to internal and external stakeholders.

Daily Tasks Include:

As an important part of the Resolution Team, you will:

Accountable for workstream workflow management and performance management
Responsibility for direct reports will include performance management (121s, Annual Performance Reviews), development of direct reports
Input into resource planning
Contribute to the delivery of projects where needed
Support Resolution Manager in wider strategy delivery
Use Management Information to provide team and individual performance updates to

- stakeholders

Represent the organisation with third parties and the regulatory family
Manage and facilitate processing of claims within model office, emerging issues, and runoff agent claims
Manage the provision of technical support and guidance to team, partners and third parties
Manage delivery of effective training to team, partners and third parties

Knowledge and Expertise
You will be able to demonstrate the knowledge, expertise, or mastery of:

Previous positions to include working in an operational manager position within financial services or claims handling.
Demonstratable expertise of driving performance and continuous improvement
Evidence of liaising with a range of stakeholders across jurisdiction and regulators within the financial sector
Demonstrate a strong level of awareness of operational procedures across a range of products
Demonstrate successful expertise of planning and organising
Deliver outstanding customer service to our suppliers, stakeholders, and customers through interactions with them
High level of confidence in making decisions and ensuring the implementation of decisions is followed through
Demonstrate high level of influencing skills to ensure interests of the business and the customer are met
Ability to manage expectations of senior stakeholders internally and externally
Demonstrate a high level of ownership and accountability for own tasks
Ability to think outside the box and solve complex issues

My Flex Benefits is the benefits portal, designed to enable you to choose the benefits best suited to you, your needs and circumstances.

Benefits include, but not limited to:

Pension
26 days annual leave plus bank holidays
Life Assurance
Income Protection
Private Medical Insurance
Critical Illness
GymFlex
Virtual GP
Spouses' Death in Service Pension

Pontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace.

We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, genderidentifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.