Operational Support Executive

2 weeks ago

Cardiff, United Kingdom Tandem Bank Full time

**Job Title**:Operational Support Executive
**Working Pattern**: Monday to Friday 9am to 5pm (with a 45-minute lunch break)
**Salary**: £23,000 - £26,000 up to 20% bonus and benefits
**Location**: Cardiff, Hybrid working

**About Tandem**

We're Tandem. The UK's greener, digital bank providing UK households with easier ways save, borrow, spend and share a little bit greener.

Driven by our vision, mission, and BEST values of Brave, Enterprising, Simple and Together, our team of 500 people are extremely talented and work together to create a greener, more accessible bank for everyone.

With offices in Blackpool, Cardiff, London, Durham and Manchester - as well as hybrid and remote workers - our people have diverse backgrounds, experiences, and skillsets on offer, and make us the best that we can be

We're on a mission to proactively help our customers to reduce their carbon footprint and accelerate the UK to net-zero carbon emissions by 2050 and we need more people to help us achieve this goal.

At Tandem, choosing a greener lifestyle is our main focus for what we do - not just for our customers, but for our people too. Working within an Environmental, Social and Governance (ESG) Framework, we ensure that we support our people to understand their own impact and encourage through carbon offsetting tools, two annual volunteering days and working with our corporate partners, that together, we can make our impact count.

**We're building an amazing team and we're looking for a hardworking and driven **Operational Support Executive** to support us on our journey.**

**Our Team**

Led by our Operations Director, our Operations teams are responsible for all customer contact. The teams are the primary points of contact for customers responding to their inbound queries during the lifetime of their loan as well as supporting customers that are in financial difficulty and/or arrears.

Our aim is to provide an exceptional service to our customers by ensuring that we have knowledgeable, well trained operational colleagues to deliver the service that our customers expect of us.

**What you will be working on**:

- The ongoing collation of operational data for governance committees and internal operational reporting supporting the Operations Managers gather and enhance their departmental reporting on an ongoing basis.
- Secretary for Operations Committee. Responsibilities to include attending governance committee meeting, taking minutes and noting actions and co-ordinating completion of these as well as assisting with the collation of the operational data as noted above.
- Support the Operations Managers with the ongoing maintenance and enhancement of their data reports to support departmental controls and monitor performance. Acting as the liaison between Operations and our internal Data team.
- Be the primary point of contact with our Compliance team for adhoc / regulatory reporting (e.g., the FCA Cost of Living questionnaires), ensuring that these are produced and checked by the Operations Managers for each department taking into consideration the frequency of this reporting.
- Identify areas to reduce cost of servicing and collections as an output of the collaboratively working with the Operations Managers.
- Proactively support the Operations Managers with the ongoing maintenance of customer related communication ensuring new and changes to existing communications are well managed and consistency used across all products (if applicable).
- Researching industry best practice and make recommendations and operational changes accordingly.

**What we're looking for**:
Essential:

- Demonstrable experience in a similar role in the Financial Services industry.
- Demonstrable experience of reviewing operational data and presenting this to internal stakeholders in a consistent manner for all of our lending products.
- A working knowledge of servicing and collecting payments in the Financial Services industry.
- Demonstrable experience of successfully communicating with internal stakeholders at all levels of an organisation.

**Qualities we look for**:

- Team player willing to immerse themselves into the working practices of the Operations teams.
- Positive can-do attitude with a flexible approach to meet business needs.
- Excellent communication and organisational skills.
- Excellent eye for detail and able to constructively challenge if required.

**Benefits**

**Current Rewards**
- 25 days annual leave plus 8 days bank holiday
- Buy or sell up to 5 extra holiday days a year
- 1 day off for your birthday/celebration leave
- Electric Vehicle scheme
- Cycle to work scheme and a free helmet
- Access to Tandem Hub for employee health & wellbeing, discounts, cashback and discounts
- Pension contribution matched up to 4%
- 2x paid volunteering days annually
- Office breakfast stations including cereal, snacks, fresh fruit and drinks
- Smart tech scheme (buy goods with 0% interest)
- 10% discount on solar panels
- Quarterly team

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