Operations Manager required to join a banking organisation to lead, motivate and develop direct reports to maximise performance, whilst consistently achieving and exceeding a client experience in line with the SLA and quality standards.
In addition the role holder must embed a culture of continuous improvement focused on creating capacity and/or improving the client experience.
Manage Team Leaders effectively and their oversight over staff attendance, discipline, productivity, quality of work, adherence to targets and other requirements for optimum performance and harmony in the operational team.
Ensure that day-to-day operational work performed by the Account services team is in line with approved processes/ procedures and meets legislative requirements.
Oversee and approve the management of staff leave and overtime worked.
Provide leadership and oversee the active management of priority matters based on significance and urgency of matters.
Manage spend on operational requirements to remain within allocated budget.
Review and take action based on information provided by Team Leaders on matters such as statistics, reports, escalations, technology and system issues.
Keep abreast with the media and latest trends in order to maintain a proactive view of influencers for the Account Services team and possible training opportunities.
Ensure that all systems required for operational output are available and in good working order and, where required, engage the relevant persons or service providers to ensure quick resolution.
Ensure all fraud is managed in line with Group risk appetite and frameworks.
Skills & Experience:
A minimum of 3 years experience within a Banking operations role, preferably across a variety of teams to include debit card processing and card fraud management.
Ability to interpret regulations and laws that apply to the business and to provide information to business on how to comply.
Able to translate the organisation's vision and long term goals into medium and short term deliverables.
Hours & Benefits:
Full Time permanent hours.
Competitive salary and benefits package.