Senior Operations Manager
1 week ago
About the Role:
We are seeking a highly skilled Senior Operations Manager to join our team in Edinburgh. As a key member of our Customer Operations team, you will be responsible for leading and motivating a team of representatives to deliver exceptional service to our customers.
Key Responsibilities:
- Leading, motivating, and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers.
- Acting as the key channel for open and timely communication both in and out of the team.
- Raising, addressing, resolving, and learning from both operational and performance issues within the team.
- Identifying key areas for individual and team development in line with business requirements.
- Creating team training & development plans and ensuring any local training needs are met.
- Performance management including 1 to 1s, coaching, training, and development, always ensuring that our employees are managed in-line with our people policies and procedures.
- Engaging and working collaboratively to drive success for the wider business gain.
- Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience.
What We're Looking For:
- Strong leadership skills and experience of coaching and development.
- Ability to see the bigger picture and to think wider than the immediate team.
- Strong self-developer who continually drives your own development.
- Previous experience within Financial Services would be advantageous however is not essential.
About Us:
We are a dynamic and innovative company that is passionate about delivering exceptional service to our customers. We offer a range of benefits including 33 days annual leave, eligibility for an annual discretionary bonus scheme, and access to Perks at Work.
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