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Operations Manager

2 months ago

Chester, Cheshire, United Kingdom Northreach Full time
Job Description

Company Overview

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 have partnered with a challenger bank whose sole mission is to improve banking services for the agricultural sector. Founded by farmers and bankers, they combine these industries to provide tailored solutions for rural communities and operate very differently from high street banks.

Job Summary

The Operations Team Leader will work closely with the Senior Operations Manager to implement business strategies. Responsible for the day-to-day management of the teams, delivering a first-class service while embedding new working practices. Part of the role will be to train new processes and procedures, which in turn will provide a smooth customer journey and positive customer outcomes.

It is crucial that the Operations Team Leader has a proven track record of being able to deliver results to a high standard within a changing and fast-paced environment.

Key Responsibilities
  • Delivery of Quality Services

Deliver quality services to meet internal and external requirements, ensuring that customer satisfaction is of the highest standard.

Team Coaching and Development

Coach team members to hit call quality and work accuracy targets via side-by-side and drop-in sessions, in addition to daily QC checks.

Risk Management

Aware of potential operational risks, reputational risks, and conduct risks, taking appropriate action to mitigate and adhere to policies, ensuring operational resilience is controlled.

Process Improvement

Promote process change and excellent customer service within a stable and efficient processing environment.

Performance Management

Ensure service performance and quality control through effective performance measures.

Team Management

Manage the teams through formal and informal colleague performance and development reviews to ensure the achievement of business plans.

Management Information

Produce and evaluate management information to monitor performance and identify trends, making recommendations for improvements.

Culture and Diversity

Create a diverse and inclusive culture where employees thrive and develop.

Customer Complaints

Deal with customer complaints and dissatisfaction through to resolution, ensuring service level agreements are adhered to and root cause analysis mitigates future occurrences.

Requirements

Financial Services Experience

Financial services experience, having existing knowledge of regulatory factors and policies.

Onboarding Processes

Understanding of onboarding processes and procedures, including understanding of due diligence.

Secured Lending

Understanding of secured lending processes and procedures, including preparation of all security documentation.

Business Development

A hands-on approach during the development stage of the business.

Communication Skills

Comfortable working at all levels and able to communicate clearly and effectively to the team.

Self-Driven

Self-driven and able to work independently.

Desirable Skills

Leadership Experience

A successful track record in leadership or supervisory role.

Agricultural Experience

Agricultural experience is desirable.

Equal Opportunities Employer

Northreach is an equal opportunities 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.