Operations & Service Delivery Manager

1 month ago

London, UK, United Kingdom SilverRock Bank Full time

At SilverRock, we are building a new bank. Our vision is to “Pioneer fairer financial outcomes by empowering lenders to deliver and enabling savers to prosper” We are doing this by building a unique and highly scalable data driven multi-asset bank through a partnership of ecosystems, specialising in the delivery of forward flow partnerships and portfolio acquisitions from non-bank lenders, alongside our own brand deposits.


Purpose of Role

The role of Operations & Service Delivery Manager will report to the Head of Operations & Service Delivery and be part of the Chief Operating Officer Function. We are looking for someone with substantial customer operations experience who is looking to play a significant role, inspiring and influencing others to achieve ‘fairer financial outcomes’ for SilverRock Bank and its customers.


There are two critical aspects to this role:

  • Supporting the design and delivery of the operations function; building out a target operating model and roles and responsibilities alongside the Head of Operations and Service Delivery through the development of the control environment through policies, frameworks and processes, operationalising these processes and ensuring ongoing effectiveness
  • Delivering and enhancing our operational resilience and business continuity landscape whilst designing MI reporting for governance committees
  • This role will therefore have regular interaction with the Bank’s Commercial and Risk teams as well as key third party supplier relationships.


Key Accountabilities

Partner relationship, oversight and management

  • Develop strong collaborative and effective relationships with partners
  • Support the due diligence process and onboarding of our servicing partners as it relates to customer conduct and operational delivery capability
  • Ensure our partners are managed in line with the SilverRock’s values and our third-party management policy
  • Developing operational reporting packs to update internal stakeholders on partner performance
  • Design, enhance and deliver our Operational Resilience, Incident Management and Business Continuity landscape
  • Monitor operational performance against agreed SLAs and KPIs

Customer Experience

  • Develop a deep understanding of the end-to-end customer experience, ensuring it is executed in line with SilverRock’s agreed policies and standards and in line with regulatory requirements
  • Support in the day-to-day supplier management and monitoring of customer experience for the asset lending and the deposit raising partners
  • Reviewing customer complaints including outsourced partner responses and key themes and liaising with the Financial Ombudsman where required
  • Support in the development of customer satisfaction research to ensure the third-party service is in line with our values and customer service ethos.

Operations Management

  • Support the development of key aspects of the Bank’s operating model as it relates to third party management and customer centric activities. This will include writing or evolving policies and frameworks, working with different teams to develop process maps for key processes and working with our partners to develop operating manuals to support their SLAs
  • Being the driving force behind the Bank’s implementation of Operational Resilience, Incident Management and Business Continuity. This will involve developing our framework and tools to support the implementation and developing our reporting packs to update stakeholders on our ongoing performance

Leadership

  • Recruit, train, develop and mentor a team of customer focused individuals to work with our partners to deliver a fantastic customer experience
  • Act as the voice of the customer in wider Bank leadership meetings to influence how we evolve our operating model and working practices


Key Required Skills

An ideal candidate should have:

  • Strong understanding of what constitutes great customer experience and how conduct risk can be effectively managed
  • First-hand experience of managing outsourced supplier relationships
  • At least 5 years’ experience within Financial Services preferably within an operational &/or supplier management role
  • An understanding of the EBA outsourcing guidelines, operational resilience, Incident Management and business continuity requirements
  • Highly effective communicator both written and verbally
  • Organised, enthusiastic, proactive and a great ‘can do’ attitude
  • A strong desire to work in a fast-paced environment that is very hands on



Proposed Start Date: January 2025


Salary and Benefits

  • Lifestyle and family friendly policies
  • Health Insurance for you and your spouse
  • 28 days Holiday Entitlement (plus bank holidays)
  • Life Insurance
  • Pension Contribution


Must be able to work in the UK without requiring Sponsorship.


No agencies

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