Operational Excellence Manager
1 week ago
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- Team Leadership: Directly responsible for the performance of a team of professionals in delivering an efficient, consistent, and high-quality service to customers.
- Culture Development: Build an empowered, motivated, and passionate team, rewarding customer-focused behaviors, managing performance, and driving a culture of ownership and continuous improvement.
- 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.
- 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.
- Collaboration: Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
- Process Improvement: Identify obstacles to the delivery of legendary client experience and implement changes which improve our service.
- Resource Management: Maximize team efficiency through effective resource (including attendance) and skills management.
- Project Work: Lead/support project work as required.
- Process Review: Review and challenge processes regularly to ensure they remain fit for purpose and deliver optimal efficiency.
- 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.
- 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.
- Regulatory Knowledge: Understand the regulatory framework and the requirements for monitoring and supervision.
- Risk Awareness: Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement.
- Qualifications: CISI Introduction to Securities and Investment Certificate or equivalent essential with Level 3+ Qualified desired. If qualification not held, willingness to study required.
- FCA Rules: Understand FCA rules in particular CASS rules and the principles of Treating Customers Fairly and how they are applied in own area.
- Financial Services Experience: Ideally with previous Financial Services Sector experience, specifically in banking.
- Task Validation: Experience in performing live task validation and authorisation for high value payments in and out with accuracy.
- 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.
- Technical Skills: Intermediate ability to use and interpret MS/IT tools and systems to inform decision-making and present relevant management information.
- Straight Talking: STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
- Clear Communication: Clear communicator
- Strong Team Player: Strong team player
- Demonstrated Passion: Demonstrated passion and drive for delivering the best outcome
- Moving with Speed: Moving with speed – delivering faster and better
- Decisive: Decisive and take ownership of outcomes
- Challenge-oriented: Not afraid to challenge and be open to challenges
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