Operations Manager - Financial Services

The Operations Manager is responsible for a team of circa 20FTE frontline and administrative Customer Service Specialists:Review and improve end to end Customer Service administration policies, processes and proceduresOngoing training and development of team members ensuring continuous improvement and professional developmentDesign and develop service level standards and quality controlsOversight of escalated calls and complaintsMonthly Statistical Management Information (MI) reporting to Senior Management and HMRCSkills and ExperienceStrong Team Management experience gained within Financial ServicesSolid understanding of relevant regulatory guidance in accordance with the FCA and Customer Service Risk ManagerExceptional organisation and presentation skillsA personable leadership style with the ability to win hearts and mindsAbility to meet business and project deadlinesTPBN1_UKTJ