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Operational Excellence Manager

1 month ago

Leeds, Leeds, United Kingdom Interactive Investor Plc Full time
About the Role

We are seeking an exceptional Operational Excellence Manager to join our team at Interactive Investor Plc. This is a fantastic opportunity to drive business growth and excellence in a dynamic environment.

Key Responsibilities
  1. Team Leadership: Directly responsible for the performance of a team of professionals in delivering an efficient, consistent, and high-quality service to customers.
  2. Culture Development: Build an empowered, motivated, and passionate team, rewarding customer-focused behaviors, managing performance, and driving a culture of ownership and continuous improvement.
  3. Customer Experience Ownership: Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution, and fixing root cause.
  4. Strategic Planning: As a member of the Management team, lead and drive short- and long-term strategic plans through change and improvement initiatives to deliver sustained operational improvement and excellence.
  5. Collaboration: Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
  6. Process Improvement: Identify obstacles to the delivery of legendary client experience and implement changes which improve our service.
  7. Resource Management: Maximize team efficiency through effective resource (including attendance) and skills management.
  8. Project Work: Lead/support project work as required.
  9. Process Review: Review and challenge processes regularly to ensure they remain fit for purpose and deliver optimal efficiency.
  10. Compliance Oversight: Ensure that roles he/she is responsible for are performed by individuals with the appropriate knowledge, skills, and expertise that competence is maintained and assessed.
  11. Risk Management: Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework.
Requirements
  1. Regulatory Knowledge: Understand the regulatory framework and the requirements for monitoring and supervision.
  2. Risk Awareness: Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement.
  3. Qualifications: CISI Introduction to Securities and Investment Certificate or equivalent essential with Level 3+ Qualified desired. If qualification not held, willingness to study required.
  4. FCA Rules: Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly and how they are applied in own area.
  5. Financial Services Experience: Ideally with previous Financial Services Sector experience, specifically in banking.
  6. Task Validation: Experience in performing live task validation and authorisation for high value payments in and out with accuracy.
  7. Leadership Skills: Proven people manager with demonstrable ability to manage, inspire, develop, and coach high-performing teams and individuals within a regulated fast-paced operational environment.
  8. Technical Skills: Intermediate ability to use and interpret MS/IT tools and systems to inform decision-making and present relevant management information.
Personal Attributes
  1. Straight Talking: STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
  2. Clear Communication: Clear communicator
  3. Strong Team Player: Strong team player
  4. Demonstrated Passion: Demonstrated passion and drive for delivering the best outcome
  5. Moving with Speed: Moving with speed – delivering faster and better
  6. Decisive: Decisive and take ownership of outcomes
  7. Challenge-oriented: Not afraid to challenge and be open to challenges