Operations Manager

7 days ago

Edinburgh, United Kingdom Search Consultancy Full time

Operations Manager Location - Edinburgh Search Consultancy is working in partnership with a major multinational investment bank and financial services company based in Edinburgh looking to recruit an Operations Manger ASAP. This is an exciting time to be joining one of the biggest and most successful financial services organisations in the world as they launched a new digital bank in the UK. Job Purpose Do you want to lead leaders and colleagues in a dynamic, fast paced, customer and colleague centric environment? Do you have a passion for leading and managing others? Developing your team whilst learning new skills? Can you think 'outside of the box', problemsolve and have the desire to change, implement and own processes? Do you want to take your Leadership skills to the next level? Duties/Responsibilities: - Optimise performance across key operational KPI's, financials and people metrics, smashing team goals - Extremely comfortable with ambiguity - Work collaboratively with the relevant squad teams to continuously improve operational and business performance - Optimise both the customer and employee experience, creating those moments of truth when they really matter - Ability to see the "big picture", joining the dots quickly of how people & culture fit into the company's overall business strategy and goals - Are passionate about how creating a diverse & inclusive workplace reflective of our growing customer base is paramount to the success of the business and its unique culture - Has a point of view, can influence credibly based on experience, business knowledge, depth of insight, market and best practice Previous Experience & Skills - Leverage their career expertise alongside a deep understanding of banking contact centres and the digital service industry - Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care - Become a multi-channel expert across all platforms and functions that we operate across - Have 100% positivity and energy to drive results through colleague engagement, creating a culture of success - Have excellent communication and presentation skills, both written and oral, ability to share our vision and goals - Be customer centric with a real focus on 'out of the box thinking' to support resolutions and inquiries - Understand and research customer behaviour and share knowledge with wider team and peer - Have intrinsic passion to coach and support delivery of first class service to colleagues and customers - Be a critical thinker - establish root cause and champion and own change to improve delivery - Have the ability to operate effectively in a virtual team working environment using empowerment to create a right first time culture for colleagues and customers - Have a highly successful track record of what it takes to build and maintain a strong operational culture as a force driving people, customer & business success - Work with the Head of Customer Service Onboarding and Head of Customer Service Banking Operations to ensure we deliver exceptional service at all times This role is a full time permanent role 35 hours per week hours between 06:30am - 10:30pm, You will also be expected to work One or Two weekends every 7 weeks.

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