Senior Operations Manager

4 weeks ago

Chester, Cheshire, United Kingdom Northreach Full time

Operations Team Lead

At Northreach, we're looking for a skilled Operations Team Lead to join our team. As a key member of our operations team, you'll play a crucial role in implementing business strategies and managing day-to-day operations.

Key Responsibilities:

  • Deliver high-quality services to meet internal and external requirements.
  • Coach team members to hit call quality and work accuracy targets through regular training and feedback.
  • Aware of potential Operational Risks, Reputational Risks, and Conduct Risks, taking appropriate action to mitigate and adhere to policies.
  • Promote process change and excellent customer service within a stable and efficient processing environment.
  • Ensure service performance and quality control through effective performance measures.
  • 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.
  • Creating 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, 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:

  • 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.

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