Operations Management Leader

17 hours ago


London Borough of Hillingdon, United Kingdom Pepper Advantage Full time
About the Position

We are looking for a Senior Operations Manager with experience in customer service and operations team management. The successful candidate will be responsible for delivering key objectives and overseeing departmental performance.

This role involves managing mortgage administration, customer service teams, client relationships, and system/operational development. Key responsibilities include:

  • Delivering SLA Objectives across multiple areas
  • Oversight of recruitment quality and headcount
  • Department succession planning
  • Department Engagement plan delivery
  • Performance data provision to Operations, Governance, and Board
  • Complaint volume management and RCA
  • QA and Outcome Testing oversight
  • Internal audit and risk management actions delivery
  • Client governance meetings chairing and working groups
  • Departmental training matrix oversight
  • Establishing internal control safeguards
  • Project management expertise for change delivery
  • Customer Connect representation as a Senior Manager
  • Consumer Duty consideration and good customer outcomes
  • New client onboarding
  • System enhancements implementation for efficiencies and regulatory compliance

Key Benefits: Salary up to £70,000, hybrid working, private medical insurance, pension scheme, and more.

Job Description Highlights
  • Proven experience in customer-centric environments
  • Leadership ability and team management skills
  • Excellent analytical and organisational skills
  • Able to work to tight deadlines and maintain high-quality standards


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