Operations Manager

About The Role
Here at CarFinance 247, we are currently recruiting for an Operations Manager to join our team.
As Operations Manager, you will be responsible for overseeing the day to day running of a range of areas within the business, ensuring customers receive high quality service in line with our company standards and policies.
The Operations Manager will be customer outcome focused, with a high acumen for commercial awareness. You will be data driven to monitor and action department targets and KPI’s closely.
As a hands-on Operations Manager, you’ll manage and develop a team to provide timely answers that are fair, putting the customer at the heart of decision making and processes. You will be driving a culture of coaching, motivating and improvement, supportingyour direct reports where necessary.
**Responsibilities Include**:

- Have full people management responsibility for a team of professionals including the coaching and development of direct reports with regular catchup’s, difficult conversations, and performance management in line with company policies and processes.
- Collaborate with Senior management in the development of performance goals and long-term operational plans.
- Build and maintain relationships with all department heads and our head office to make decisions regarding operational activity and strategic goals.
- Plan, monitor, and analyse key metrics for the day-to-day performance of the operations to ensure efficient and timely completion of tasks.
- Produce weekly, monthly, and quarterly reports for staff utilisation and productivity against agreed KPIs.
- Manages team workloads to meet goals and deadlines.
- Improves existing systems and policies.
- Work closely with human resources to lead the team with integrity and establish and maintain a trusting, inclusive, and productive environment.
- Drive the business to increased profits through analysis of process and productivity to increase efficiency & reduce costs.
- Responsibility for the management information within the department to report performance as well as pro-actively identifying issues - ability to liaise with the data team to submit requirements and create a reporting suite for the areas of the operation.
- Have a strong ability to manage costs against a budget each month, including reporting this to board level.
- Keep up to date with business change and strategy, including lender panel changes and maintaining a good understanding of the car finance broker marketplace.
Essential
- Previous experience as an Operations Manager/Contact Centre Manager
- In depth understanding of concepts and procedures of an Operations Manager.
- Strong communication, networking and diplomacy skills to persuade and influence.
- Used to working in a fast-paced environment.
- Drive and resilience: able to cope with pressure & bounce back from set-backs.
- Creative and able to look for opportunities to improve the customer engagement and outcome processes.
- Track record of experience in coaching and continuously developing a team.
- Excellent people management skills and experience of KPI reviews, performance management and human resources with demonstrable success in managing a multi-disciplined team.
- The ability to achieve high quality results by paying attention to detail.
- Team player and willing to help with any task thrown at them.
- Is decisive in operational decisions and business requirements.
Desirable
- In depth knowledge of the motor industry - including end to end customer journey, inclusive of after care.
- Awareness and experience of dealing with the FLA, FCA &/or Financial Ombudsman.

About The Company
- Uncapped commission
- Subsidised Onsite Parking
- A great working environment with free fruit and juice bars
- Birthday off
- Onsite Gym
- Free transport to and from piccadilly station
- Free Barista bar serving teas and coffees
- Excellent career progression
About Us
At CarFinance 247 our determination and strong team culture have helped us become the number one online car finance broker in the UK. We’re one of the UK’s fastest growing privately owned businesses, having ranked in the Sunday Times Fast Track 100 for eachof the last four years.
CarFinance 247 is an award-winning business just outside of Manchester City Centre.We create personalised and high quality customer experiences driven by outstanding tech, streamlined process and most importantly, amazing people.Over the next 12 monthswe have exciting upcoming projects to cement our position as market leaders in every aspect of our business and that journey starts with attracting the best talent.