Operations Manager Employee Share Plans
3 weeks ago
**Overview**
Provide leadership and oversight to Share Plans Operational teams to drive delivery of tasks within agreed service levels.
Responsible for managing staff and services provided to clients and participants. In particular ensuring that a high-quality customer service is delivered by team members at all times.
The team is responsible for all aspects of contact with clients and participants of Employee Share Plans, maintenance and general administration work for the clients’ records.
This role will be responsible for all technical processes and needs to conform to all regulatory obligations.
**Key Accountabilities and main responsibilities**
Strategic Focus
- Ensure controls are in place within the team to adhere to end to end processes.
- Pro-actively support implementation of change and transformation and developing the business
- Work with the business areas to propose and implement operational improvements, whilst reducing risk
- Maintain an awareness of strategic issues affecting the industry
People Leadership
- Lead the team through change, new process implementation and ensuring standards are maintained and controlled;
- To demonstrate and lead team to display required behaviours and competencies to enable role-holders to complete the role to a high standard, embrace change and provide an exceptional service to colleagues and the business in general.
- Ensure a good working relationship is maintained with other departments with the Company
- Coach and develop team’s performance to develop skills, competency and behaviours to attain required standards of competency.
- Promote Company’s purpose statement of “together we achieve” and lead teams in embodying this ethos;
Operational Management
- Plan, monitor and co-ordinate workflow ensuring work is processed in a timely and efficient manner, taking remedial action where required in order to maintain internal and externally imposed SLAs at all times.
- Ensure all processes are consistent, current, documented and reviewed on a regular basis
- Ensure the provision and maintenance of high quality Management Information (“MI”) to identify key trends and issues.
- Ensure regular review of all KPI and KRI metrics.Provide analysis and plans on how to address any identified trends.
- Carry out root cause analysis on errors, complaints and incident reports, with a view to reducing risk, improving processes and the customer experience
Governance & Risk
- Ensure full compliance with internal/external procedures and FCA CASS rules.
- Identify key risks and propose mitigation steps to manage those risks;
- Ensure key controls are completed within agreed timeframes and that any issues highlighted are addressed and followed through to resolution;
**Experience & Personal Attributes**
- Knowledge of the relevant FCA regulations and escalation process
- Experience in a leadership or supervisory role for a period of a minimum of 2 years
- Experience of leading projects through change and implementation of new processes and procedures
- Excellent communication skills and the ability to face off to colleagues within business areas
- GCSE Maths & English grade C minimum or equivalent
- Knowledge in Excel, Word & Outlook
- IOC or ICSA qualification or willing to attain qualification within 2 years to role commencement
Desirable
- Employee Share Plans experience and awareness
- Customer Service experience
- Minimum of 2 years regulated business experience.
- Experience of overseeing offshore processing
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