Operations Team Manager

3 days ago

Chester, Cheshire, United Kingdom Northreach Full time

Job Summary

We are seeking an experienced Operations Team Manager to join our team at Northreach, a dynamic recruitment agency that connects businesses with top talent in the fintech and digital sectors. As an Operations Team Manager, you will play a crucial role in implementing business strategies and delivering a first-class service to our clients and candidates.

Key Responsibilities

  • Day-to-Day Management
    • Manage the day-to-day operations of the team, ensuring seamless delivery of services to meet internal and external requirements.
    • Coach team members to hit call quality and work accuracy targets through regular side-by-sides, drop-in sessions, and daily QC checks.
  • Risk Management
    • Aware of potential Operational Risks, Reputational Risks, and Conduct Risks, taking appropriate action to mitigate and adhere to policies and ensure Operational resilience is controlled.
  • Process Improvement
    • Promote process change and excellent customer service within a stable and efficient processing environment.
    • 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.
    • Produce and evaluate management information to monitor performance and identify trends, making recommendations for improvements.
  • Culture and Compliance
    • Create a diverse and inclusive culture where employees thrive and develop.
    • 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 and Secured Lending
    • Understanding of onboarding processes and procedures, including due diligence.
    • Understanding of secured lending processes and procedures, including preparation of all security documentation.
  • Leadership and Communication
    • 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
    • A successful track record in leadership or supervisory role.
    • Agricultural experience is desirable.

Northreach is an Equal Opportunity Employer

We are committed to promoting diversity, equity, and inclusion in the workplace and hiring practices. We strive to create a welcoming and inclusive environment for all employees.

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