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Head of Operations

2 months ago

Kent, United Kingdom CCR Recruitment Group Full time
{"title": "Head of Customer Operations", "content": "Job Summary

We are seeking an experienced leader to head our customer operations function, responsible for leading the integration and management of our newly established operations team. The successful candidate will oversee teams responsible for customer due diligence, contact centre operations, and payment processing, while streamlining processes and improving overall effectiveness to support our organisation's services.

Key Responsibilities
  • Team Leadership: Lead the newly formed operations team, including customer due diligence, contact centre, and payments teams, promoting a customer-centric culture while maintaining high service standards.
  • Operational Efficiency: Drive continuous improvement in service delivery to frontline teams by streamlining processes and enhancing operational efficiency.
  • Strategy Implementation: Manage the day-to-day execution of our operations strategy, ensuring alignment with broader goals and managing priorities effectively.
  • Collaboration: Partner with product teams to leverage customer insights and ensure smooth integration of operations into our organisation's overall strategy.
  • Resource Management: Ensure that the team's size, skills, and structure are aligned with the goal of providing excellent client service while maintaining financial sustainability.
Governance and Compliance
  • Data Governance: Maximise the value of organisational data by ensuring effective governance practices and using insights to drive operational improvements.
  • Quality Management: Oversee the production and analysis of management information to support continuous improvement and quick issue resolution.
  • Risk Management: Ensure robust governance in areas such as financial crime prevention, and risk management, working closely with senior colleagues.
  • Regulatory Reporting: Ensure timely and accurate reporting to regulatory bodies, including key submissions.
Policy and Process Development
  • Policy Ownership: Own and regularly review policies related to the business, donor verification, ensuring they meet risk management and regulatory requirements.
  • Process Improvement: Lead efforts to improve operational processes, collaborating with relevant teams to streamline workflows and enhance customer experience.
  • Payment Processing: Oversee the creation of a centralised payment unit to improve efficiency, reduce costs, and enhance customer outcomes.
Due Diligence
  • First Line of Defence: Strengthen our organisation's first line of defence for risk management by enhancing resources and accountability across teams.
  • Regulatory Compliance: Ensure compliance with regulatory requirements, including Anti-Money Laundering (AML), Know Your Customer (KYC), and keep processes up to date with industry standards.
What We Offer
  • Competitive salary
  • Private medical insurance and a health cash plan
  • Pension scheme with enhanced employer contributions
  • Professional development opportunities to support career growth
  • Social impact benefits, contributing to the wider community and charitable causes
", "lang_code": "en-US"}