Operational Excellence Manager
1 month ago
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Job Description
Provide insight and analysis across our operation ensuring the business function is performing well and change is embedded.
Job Summary:
The Operational Excellence Manager is a challenging and exciting mix of ensuring the business function is performing well and change is embedded. You will lead a team of analysts and be tasked with finding opportunities to optimize change and performance by leading a "test, measure, learn" culture.
Job Description:
As an Operational Excellence Manager within the Everyday Banking department you will provide insight and analysis across our operation. You'll do this using performance data, observations, and collaborating with the operational leaders to understand the current pain points for both our customers and people. You wll demonstrate an ability to think both at a strategic and tactical level, flexing to your audience, collaborating with colleagues at all levels in the business and be the voice of the operation when it comes to change delivery. Through your team you will build business cases and lead a "test, measure, learn" culture through the function, developing ideas, running pilots and delivering campaigns for the wider business. You will be curious and have a drive to make things better.
Job Responsibilities:
- Ability to build initiatives focussing on both operational and customer journey optimisation, enabling an increased performance approach across the function, in line with Head of and Divisional Lead accountabilities e.g. Everyday Banking / Banking Operations and Fraud Operations
- Deliver business case evidence for initiatives and be able to connect smaller tasks/problem resolution to overall OKRs
- Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received the operational teams, enabling the leaders to focus on their people and working in partnership with 1st and 2nd line of defence teams, ensuring all initiatives and plans are agreed and signed off
- Building out Monthly Business Review insight packs, in line with Functional key messages for senior audiences and wwning performance insight, identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs
- Based on the performance insight deliver a change and improvement programme that will be a mix of People, Process and Platform Improvements delivering operational excellence, efficiency and improved experiences for specialists and customers
- Leading a team of Channel Analysts, deliver a programme of initiatives across customer operations whilst coaching and developing the capability of team
- Display effective decision making across the various product cabinets and forums that shape change and improvement across the various workstreams within customer operations and product delivery
Required qualifications, capabilities, and skills:
- Banking/Financial experience within a contact centre environment
- Experience leading, coaching and developing a team.
- Understanding of contact centre operations, including contact channel development and contact deflection
- Experience in change management, including running a backlog of team activities and priorities activity for that period based on business benefit
- Experience of reporting, analysis and insight of data trends and in translation of data analysis into valuable operational insight
- Experience of turning operational insight into robust process improvement programmes
- Feedback and influence business and senior stakeholders
Preferred qualifications, capabilities, and skills:
- Understanding of processes for the key functional area you will be part of
- Familiarity with JIRA as a tool for project management
- Awareness and understanding of "model office" approach to piloting new initiatives
#ICBCareers
About Us
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
#J-18808-Ljbffr-
Operations Manager
5 days ago
Edinburgh, United Kingdom ADAGIO Full timeJob DescriptionThe Operations Manager reports directly to the Cluster General Manager and acts on their behalf in their absence, is responsible for the entire operation including Food and Beverage, Rooms, Guest Experience and Sales and Marketing.Your role is to enforce standards and, to guarantee a consistently high quality guest experience, coordinate all...
-
Operational Manager
7 days ago
Edinburgh, United Kingdom Quarriers Full timeDo you have operational management skills within the social care sector? Are you a natural leader who has knowledge and experience within the health and social care sectors? If this sounds like you, Quarriers are recruiting an Operational Manager to provide support across services we deliver in the Glasgow and North East of Scotland regions. Your new...
-
Operations Manager
5 days ago
Edinburgh, United Kingdom Aparthotel Adagio Edinburgh Royal Mile Full timeCompany Description We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong. Your talent, your dreams and interests make you who you are and that is important to us at Adagio Edinburgh Royal Mile. If you are not afraid to roll up your sleeves and use them if...
-
Operations Manager
5 days ago
Edinburgh, United Kingdom Aparthotel Adagio Edinburgh Royal Mile Full timeCompany Description We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong. Your talent, your dreams and interests make you who you are and that is important to us at Adagio Edinburgh Royal Mile. If you are not afraid to roll up your sleeves and use them if...
-
Operations Manager
6 days ago
Edinburgh, United Kingdom Accor Full timeCompany Description We are an inclusive company and our ambition is to attract, recruit and promote diverse talent, creating an environment where everyone feels they belong. Your talent, your dreams and interests make you who you are and that is important to us at Adagio Edinburgh Royal Mile. If you are not afraid to roll up your sleeves and use them if...
-
Head of Insights Excellence
1 month ago
Edinburgh, United Kingdom NatWest Group Full timeOur people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom. Join us as Head of Insights Excellence - You’ll play a pivotal role in...
-
Operations Officer Data Management
1 week ago
Edinburgh, United Kingdom McFall Recruitment Limited Full timeJob Description Are you ready to take on a dynamic role that combines team management, engineering, and customer interaction in the fast-paced world of investment operations? We're looking for a talented individual to join us as Investment Operations Delivery Lead who has Payments experience. Key Responsibilities: Team Management: Lead and inspire a...
-
Operations Officer Data Management
3 weeks ago
Edinburgh, United Kingdom McFall Recruitment Limited Full timeAre you ready to take on a dynamic role that combines team management, engineering, and customer interaction in the fast-paced world of investment operations? We're looking for a talented individual to join us as Investment Operations Delivery Lead. If you have a background in Transfers, Trading, or Payments and thrive in a high-speed environment, we want to...
-
Operations Officer Data Management
3 weeks ago
Edinburgh, United Kingdom McFall Recruitment Limited Full timeAre you ready to take on a dynamic role that combines team management, engineering, and customer interaction in the fast-paced world of investment operations? We're looking for a talented individual to join us as Investment Operations Delivery Lead. If you have a background in Transfers, Trading, or Payments and thrive in a high-speed environment, we want to...
-
Operations Officer Data Management
5 days ago
Edinburgh, United Kingdom McFall Recruitment Limited Full timeAre you ready to take on a dynamic role that combines team management, engineering, and customer interaction in the fast-paced world of investment operations? We're looking for a talented individual to join us as Investment Operations Delivery Lead who has Payments experience. Key Responsibilities: Team Management: Lead and inspire a team of operations...
-
Logistics Operations Manager
1 month ago
Edinburgh, United Kingdom Momentum Security Recruitment Full timeOperations Manager Salary: £45,000 + company car Location: This is a hybrid/field-based role with the requirement to be in the Kent office twice a week. Hours: Monday to Friday, 9:00 – 17:30. This role presents a great opportunity to manage the delivery of services to a portfolio of clients. We are seeking a candidate that can drive service excellence...
-
Traffic Management Operative
2 days ago
Edinburgh, United Kingdom A1 Jobs Ltd Full timeTraffic Management Operative (Edinburgh) £ 28,000 + Company benefitsWould you like to kick start your career in the TM Industry but do not have the experience or qualifications?We have an excellent opportunity to join a business who offer full training and qualifications to all staff. Joining a business with a UK wide footprint offering a fully supported...
-
Client and Operations Manager
5 days ago
Edinburgh, United Kingdom Aptia Full timeAptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better. In an underserved market, with huge potential for growth, Aptia will serve 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven...
-
Complaints Operations Manager
6 days ago
Edinburgh, United Kingdom Diligenta Full timeDiligenta's vision is to be acknowledged as best in-class platform-based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on...
-
Complaints Operations Manager
7 days ago
Edinburgh, United Kingdom Diligenta Full timeThe Opportunity Due to internal progression and company expansion, we are now looking for a Complaints Operations Manager to join our department to direct the delivery of performance to meet the needs of the Customer Services business, providing effective leadership for the function and participating in business strategy and projects as a key member of...
-
Client and Operations Manager
2 weeks ago
Edinburgh, United Kingdom Aptia Full timeAptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.In an underserved market, with huge potential for growth, Aptia will serve 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million...
-
Client and Operations Manager
4 days ago
Edinburgh, Scotland, United Kingdom Aptia Full timeAptia is a new force in the employee benefits and pensions administration services, on a mission to change the world of administration for the better.In an underserved market, with huge potential for growth, Aptia will serve 1,100 clients in the US and UK markets and will be supported by shared services in India and Portugal - helping more than seven million...
-
Senior Operations and Logistics Manager
4 weeks ago
Edinburgh, United Kingdom Agora Talent Full timeAre you ready to elevate the world of operations and logistics within the realm of luxury? Our client, a beautiful global accessories brand, is looking to hire a Senior Operations and Logistics Lead for a period of 12 months. As a seasoned professional with significant international experience, you will be accountable for a wide range of critical functions...
-
Excellence and Equity Lead
2 weeks ago
Edinburgh, United Kingdom North Ayrshire Council Full timeJob Summary Temporary until 27th June . This site operates from 8am - 6pm Monday to Friday. Initial working pattern for this post is 8am - 6pm Monday to Friday. Start date is Monday 19th August . We may conduct our interviews in person or using Microsoft Teams for video calling. All you need is a device with a camera and access to the...
-
Operations Manager
4 weeks ago
Edinburgh, United Kingdom Forestry and Land Scotland Full timeWorking at Forestry and Land Scotland is all about ‘People, Pride and Purpose.’ Join us and take pride in helping look after something incredibly valuable to the people of Scotland and its visitors – Scotland’s national forests and land. We’re committed to managing land in a way that helps with climate change adaptation, secures carbon, improves...
