Senior Operations Manager

3 days ago

london hillingdon, United Kingdom Pepper Advantage Full time
Job Description

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Senior Operations Manager with proven experience in the oversight of customer service and operations teams, to join our team in Uxbridge .


We are looking for a highly motivated professional with experience in leading teams in a customer-centric environment within the regulated financial services sector.


Your role will involve the day-to-day management and oversight of mortgage administration and customer service teams, client relationship management, and system/operational development.


As a Senior Operations Manager, your key responsibilities will include:


  • Delivery of SLA Objectives across multiple areas
  • Oversight of recruitment in terms of quality and headcount
  • Management of the department succession plan
  • Delivery of department Engagement plan
  • Delivery of performance data to Operations, Governance, and Board
  • Management of complaint volumes and RCA
  • Oversight of QA and Outcome Testing activity
  • Delivery of internal audit and risk management actions
  • Chairing of client governance meetings and associated working groups
  • Oversight of departmental training matrix
  • Establishing and maintaining appropriate internal control safeguards
  • Interacting with other senior managers to provide project management expertise to deliver change
  • Representing Customer Connect as a Senior Manager for projects
  • Considering Consumer Duty and good customer outcomes in all aspects of delivery
  • Onboarding new clients
  • Implementation of system enhancements to deliver efficiencies, regulatory compliance, and to mitigate risks to the business


Additional Information

This position is a hybrid role and there will be an expectation of three days per week office attendance.


Essential Skills


  • Experience within the Financial Services Industry, preferably in a leadership role
  • Experience in a senior operations or customer services management role, partnering with executive staff
  • Analyses problems, thinks creatively, and makes effective decisions in the appropriate timescales
  • Able to create a climate in which people want to do their best by providing appropriate challenge, support, and direction
  • Has a robust understanding of regulation and associated legislative policy and the impacts these have on the business and this role.
  • Can contribute positively through clear communication, personal impact, and behavioural flexibility
  • Demonstrates leadership ability, team management, and interpersonal skills
  • Excellent analytical and abstract reasoning skills, plus excellent organisational skills
  • Detail orientated and able to work to tight deadlines.
  • Strong English verbal and written communication skills
  • Able to work within established internal controls and maintain a high standard of quality across all your tasks
  • Accurate in your work, well organised, and reliable


Benefits


  • Salary up to £70,000 per annum
  • Hybrid working
  • Private Medical Insurance
  • Salary Sacrifice Pension matched up to 8%
  • 25 days Holiday rising to 30 days with Length of Service
  • EAP
  • Enhanced Maternity & Paternity
  • Wellbeing and Volunteering Days
  • Eye Care contribution
  • Life Assurance


About Pepper Advantage


We currently operate in nine jurisdictions across the UK, Europe, and Asia Pacific, and have over US$50 billion in assets under management. We employ more than 1,100 people to look after 65 clients and 1,000,000 end-users - and we're growing fast. Through heavy investment in tech-enablement, and data and analytics, we are driving operational efficiency, empowering clients, and expanding our remit all over the world.

Working across commercial and residential real estate, personal and SME loans, credit cards, asset finance and point of sale, our advanced credit intelligence platform enables us to arrive at the best solutions for our clients and their customers, and always pushes for the right outcome, whatever financial journey they're on. As an employee of the Pepper Advantage community, you’ll be part of a unique global-scale data network, giving you access to all the latest market trends and opportunities. You have to be in it to get the full Advantage

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