Senior Operations Manager Complaints Performance - Leeds, United Kingdom - MERJE Ltd

MERJE Ltd

Verified Company

Leeds, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

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Description

My client is looking for a Senior Operations Manager within Complaints to be responsible for leading the Complaint Handling Operations ensuring a prompt and effective service, for both customers and the business.

Responsibilities:

Accomplished people leader with confirmed partner management experience gained within complaint handling environment.
Ability to lead, mentor and develop a team to achieve exceptional standards of performance across all key performance objectives, with specific emphasis on the quality of customer outcomes and customer communications.
Ability to organise c55 fte into a team structure which optimises performance and delivers a sustainable customer experience
Ability to inspire, involve, empower and lead people through periods of rapid change delivering sustainable business results and fair customer outcomes.
Experience gained within Financial Services, preferably in Consumer Credit, with a strong proven understanding of the relevant regulatory and legal requirements.
Strong analytical skills combined with the ability to understand context and translate this into the development of medium and longerterm plans for both department and the business.

Skills & Experience

Experience leading a complaints department at senior level for at least two years
A strong awareness of regulatory requirements applicable to Financial Services Industry
Knowledge of the complaints handling processes, procedures and systems
Ability to demonstrate critical thinking and challenge ways of working to promote innovation.
Strong communicator, both verbal and written, in developing others as well as relationship and partner management
Strong planning and organising skills
Concern for detail and accuracy in all reporting, alongside day to day team management duties
Ability to critically analyse data, identify and act upon trends.
If you would like this job advertisement in an alternative format, please contact MERJE directly_