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Operations Manager

2 months ago

Chester, Cheshire, United Kingdom Northreach Full time
Operations Team Leader

Northreach is a dynamic recruitment agency that connects businesses with top talent in the fintech and digital sectors. Our mission is to provide a seamless and personalized recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation, and professional growth.

We are seeking an experienced Operations Team Leader to join our team. As a key member of our operations team, you will be responsible for the day-to-day management of our operations, delivering a first-class service while embedding new working practices.

Your key responsibilities will include:

  • Delivery of quality services to meet internal and external requirements.
  • Coaching team members to hit call quality and work accuracy targets via side-by-sides and drop-in sessions, in addition to daily QC checks.
  • Awareness of potential Operational Risks, Reputational Risks, and Conduct Risks, taking appropriate action to mitigate and adhere to policies and ensure Operational resilience is controlled.
  • Promoting process change and excellent customer service within a stable and efficient processing environment.
  • Ensuring service performance and quality control through effective performance measures.
  • Managing the teams through formal and informal colleague performance and development reviews to ensure the achievement of business plans.
  • Producing and evaluating management information to monitor performance and identify trends, making recommendations for improvements.
  • Creating a diverse and inclusive culture where employees thrive and develop.
  • Dealing with customer complaints and dissatisfaction through to resolution, ensuring service level agreements are adhered to and root cause analysis mitigates future occurrences.

Required Skills / Experience

  • Financial services experience, having existing knowledge of regulatory factors and policies.
  • Understanding of onboarding processes and procedures, including understanding of due diligence.
  • Understanding of secured lending processes and procedures, including preparation of all security documentation.
  • A hands-on approach during the development stage of the business.
  • Comfortable working at all levels.
  • Ability to communicate clearly and effectively to the team.
  • Self-driven.

Desirable Skills / Experience

  • A successful track record in leadership or supervisory role.
  • Agricultural experience is desirable.

Northreach is an equal opportunity employer and we do not discriminate against any employee or applicant for employment based on race, colour, religion, sex, national origin, disability, or age. We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices, therefore only partner with businesses that promote DEI. We strive to create a welcoming and inclusive environment for all employees.