Core Operations Manager

Job Title:
Core Operations Manager

Contract Type:
Permanent

Location:
Petersfield/Chatham

Working Pattern:
Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

What We Offer:

• Holidays:
  25 days holiday up to 30 days (depending on service)
• Pension:
  We know it is important to save for the future, that is why we will contribute up to 10%
• Maternity/Paternity:
  We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Volunteering:
  2 paid days to 'give back' to the charity of your choice
• Development:
  LinkedIn Learning for all
• Finance:
  Snoop Premium available to all colleagues
• Medical:
  Opportunity to opt in for Private Medical Insurance
• Bonus:
  Discretionary annual bonus

Job Description:

Reporting to the Senior Customer Operations Manager, this is a key leadership position within our Customer Operations team. As part of the senior management group, you'll play a pivotal role in driving performance across our Centres of Excellence, ensuring we deliver outstanding outcomes for our customers, colleagues, and the business.

You will lead a team of Ambassador Leads and oversee the day-to-day operations of around 50 customer-facing colleagues, inspiring and supporting them to provide exceptional service and achieve operational excellence. This role is ideal for a people-focused leader who thrives in a fast-paced environment and is passionate about empowering teams to deliver their best.

Key Responsibilities:

• Lead and mentor a group of Ambassador Leads, ensuring effective management and support of customer-facing teams.
• Drive colleague engagement and leadership excellence within the team.
• Possess a broad and in-depth understanding of customer acquisition, forbearance arrangements, complaint resolution & vulnerable customers.
• Manage customers with unique needs, providing tailored support and solutions.
• Maintain up-to-date regulatory knowledge and anticipate changes that may impact operations.
• Excel in challenging situations, promoting a positive outlook and the continuous improvement of customer outcomes.
• Ensure that customers using VBG's most complex products and services receive comprehensive support.
• Manage both internal and external risks, upholding governance standards for all relevant performance indicators.
• Oversee back-office operations, identifying and implementing process improvements
• Leadership responsibility for a business unit within the Customer Operations Centres of Excellence, creating a supportive environment where colleagues at all levels and in all centres are nurtured, encouraged to be their authentic selves and can grow through the right combination of support and challenge

What will make you stand out?

• Understanding of how revolving credit, fixed term credit and asset backed finance products work within the Group
• Experience and proven capability in managing customer service and collections teams in a financial services, regulated environment
• Ability to keep business unit optimally resourced with efficient cost management and customer needs, problem solving approach to manage resource.
• Regulatory knowledge at the required level that matches todays evolving regulatory landscape
• Commercial ability to drive appropriate performance improvements
• Ability to understand soft skills and customer drivers in customer experience outcomes
• Ability to create, develop and action a plan with appropriate operating cadence and reporting
• Presentation and SLT paper level preparation and delivery

Why Join Us:

• Flexible Working Hours:
  We understand the importance of work-life balance and offer flexible working arrangements.
• Career Development:
  We provide opportunities for continuous learning and professional growth, including mentorship programs and training sessions.
• Inclusive Culture:
  We are dedicated to creating an inclusive environment where everyone can thrive. Our diversity and inclusion initiatives ensure that all voices are heard and valued.

Offers are subject to satisfactory background checks, including credit, fraud, and employment references.

Who We Are:

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life's opportunities. Established in 1880, we're now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers.

We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our 'Buy as You Earn' scheme.

We're about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you're here to build your career, so we help every colleague with training and development opportunities. Making sure there's always something new to learn.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group, we embrace everyone's unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we're here in the first place: to help put people on a path to a better everyday life.

If there's anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it's a copy of our application form in another format or additional assistance, we're available to help. You can contact us