Head of Customer Operations
2 days ago
Our client, a leading financial institute are looking for a Head of Customer Operations to join their team. The Head of Customer Operations will be responsible for overseeing their Customer Service team (telephony and administration) and Payments.
The Head of Customer Operations will create management practices that will enable and support high performing and effective operational teams and processes for payments and customer service.
**Key responsibilities for the Head of Customer Operations;**
- Oversee our clients payment service activities (payment services, issuing and administering other means of payment (for example cheques) and current accounts).
- Developing and operating strategies concerning the sale of savings accounts to Customers.
- Oversight of how the our client deals with customers after the point of sale across all of its business areas
- maintaining and developing product and service functionality.
- Design and Manufacture of products intended for retail customers
- identifying new product and strategic partner opportunities to strengthen the core business
- oversight of their development and implementation, ensuring they are in line with the clients objectives, risk appetite, policies, and regulatory requirements.
**Key skills for the Head of Customer Operations;**
- Exceptional interpersonal skills.
- In depth knowledge of banking and payment card operations, agency banking and outstanding client service standards experience to ensure optimum service delivery.
- In depth knowledge of call centre environment and experience of managing multiple customer communication methods.
- Risk management (including Financial Crime Compliance, Reputational Risk and People Risk). Enhancing and embedding awareness and understanding of Financial Crime Risk and Fraud Risk.
- Successful record of meeting customer needs and retaining valued customers.
- Management and leadership skills.
**Benefits for the Head of Customer Operations;**
- 6 weeks holiday plus bank holidays
- 35 hours weeks
- Excellent - on-going training programme
- Excellent pension scheme
- Private Health care cover
- Life assurance
- On-going learning and development
- Annual flu vaccination
- Employee Assistance programme to support your health and wellbeing
- Sodexo Discount Platform
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