Head of Customer Operations

4 weeks ago


Preston, United Kingdom Ideal Sales Solutions Ltd Full time

**Role: Head of Customer Operations**

**Team: Operations Division - Point of Sale / Retail Finance / Consumer Finance**

**Reports to: Managing Director**

**Background**:
Ideal4Finance are an FCA regulated retail, consumer, and commercial finance brokerage. Established in 2008 to level the playing field for SME retailers and manufacturers offering finance to their customers. Based in the North West with a UK-wide focus we are the largest independent financial services business arranging consumer and retail finance.

**Role and responsibilities**:
Ideal4Finance are seeking an experienced customer service / operations manager to join the Senior Team at this successful and growing financial services company. Previous experience as a Operations Manager or Customer Service Lead in a financial services company is highly desirable as is a thorough working knowledge of consumer lending.

As Head of Customer Operations you will oversee several teams making up the Retail Finance and Consumer Finance Operations Division of Ideal4Finance. You will be the Senior Manager responsible for Compliance (incorporating Risk, Compliance & Data Protection), Relationship Management and Loans Processing both for the UK and USA business.

You should be a strong operational leader with the ability to identify where improvements can be made within the business and the ability to deliver that change. You should be able to manage the change agenda positively and be able to challenge while maintaining a consensus amongst stakeholders and the wider team.

Your role will include:

- Set comprehensive goals for the performance and growth of your business area.
- Act as a product expert on Consumer Finance and Retail Finance to support the business with projects as this area expands and evolves.
- Evaluate business performance, interpret trends and make recommendations to the Board on how to respond to these trends.
- Be an active participant on the Risk Committee managing the business within the principles and frameworks laid out by our external regulators.
- Act as the point of contact and decision-maker for non-standard and complex compliance and AML queries.
- Set the agenda for the Relationship Management team and manage the daily workflow of that team with a customer-centric approach.
- Work with the business and support the Board on new projects ensuring the operational and compliance agenda is considered and challenged from the outset.

**Benefits**:
Job Family: M2

Starting Salary: £28,000 to £35,000 (depending on experience)

Annual Leave: 22 days per annum plus bank holidays.

Company pension contributions

**Salary**: £28,000.00-£35,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Preston: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Retail sales: 1 year (preferred)
- Customer Service: 1 year (preferred)

Work Location: One location



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