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Senior Operations Manager Complaints Performance

2 weeks ago

Leeds, United Kingdom MERJE Ltd Full time

**My client is looking for a** Senior Operations Manager within Complaints to be responsible for leading the Complaint Handling Operations ensuring a prompt and effective service, for both customers and the business.

**Responsibilities**:

- Accomplished people leader with confirmed partner management experience gained within complaint handling environment.
- Ability to lead, mentor and develop a team to achieve exceptional standards of performance across all key performance objectives, with specific emphasis on the quality of customer outcomes and customer communications.
- Ability to organise c55 fte into a team structure which optimises performance and delivers a sustainable customer experience
- Ability to inspire, involve, empower and lead people through periods of rapid change delivering sustainable business results and fair customer outcomes.
- Experience gained within Financial Services, preferably in Consumer Credit, with a strong proven understanding of the relevant regulatory and legal requirements.
- Strong analytical skills combined with the ability to understand context and translate this into the development of medium and longer-term plans for both department and the business.

Skills & Experience
- Experience leading a complaints department at senior level for at least two years
- A strong awareness of regulatory requirements applicable to Financial Services Industry
- Knowledge of the complaints handling processes, procedures and systems
- Ability to demonstrate critical thinking and challenge ways of working to promote innovation.
- Strong communicator, both verbal and written, in developing others as well as relationship and partner management
- Strong planning and organising skills
- Concern for detail and accuracy in all reporting, alongside day to day team management duties
- Ability to critically analyse data, identify and act upon trends.
- If you would like this job advertisement in an alternative format, please contact MERJE directly_