Personal Savings Assistant Operations Manager

Recruiter
Confidential
Location
Lancashire
Salary
Competitive
Posted
07 Jul 2021
Closes
03 Aug 2021
Sectors
Accountancy
Contract Type
Permanent
Hours
Full Time
Heard of us?

We're a nimble and ambitious financial services specialist. Backing people to fulfil life's hopes and dreams; delivering the most compelling customer experience across Banking and Motor Finance.

Now is your chance???

The Personal Savings Operations Team are responsible for the management of the day to day service proposition for our Personal Savings Customers, working closely with our outsourced supplier.

The role of Personal Savings Assistant Operations Manager is really important to us. You will be a key person within a small team who are responsible for the Personal Savings Operations team responsibilities in the delivery of exceptional customer service as well as the delivery of Strategic projects and initiatives, Continual improvements to Customer Experience Initiatives, Regulatory Change, and Operations process enhancements.

When the time is right, we would love to welcome you to our Manchester office. In the meantime, you will be based remotely. You'll be made to feel part of your new team by your Line Manager and colleagues through regular contact and virtual interaction.

What would your day look like?

Retail Operations Management

Assisting in the management of the day to day supplier relationship to meet agreed SLAs & customer quality measures, efficiently and comprehensively resolving issues and facilitating strong inter-business relations.
Working alongside the Personal Savings Operations team in rollout of new initiatives through design & implementation of simple, effective operations processes and end-to-end capability.
Facilitating the coordination of regular and key business meetings, including supplier Governance Reviews, Compliance Reviews, Internal and External Audit reviews.
Managing the delivery of exceptional customer service including escalated complaints, Supplier Customer Referrals and those Exceptional customer matters where the human touch can really make a difference.
Coordinating and assisting in the preparation and presentation of the Operations monthly performance reporting.Risk Management Responsibilities

Really understanding the business activities and the impacts of these, to enable you to make a difference. Including conducting monthly root cause reviews across key service areas i.e. Complaints, Operational Risk Events, Conduct Risk and Customer Experience Mi.
Providing business analysis & recommendations to the business on themes and appropriate actions to be taken. Where these recommendations relate to Operations the individual will work with their peers in Operations and the wider Savings team to deliver these initiatives.
Business Continuity Champion for Personal Savings Operations.Change Management Responsibilities

Manage & deliver tactical Savings initiatives (e.g. rollout of new product, service enhancements, regulatory change).
Jointly responsible for defining and agreeing the operations design / requirements for agreed projects & change initiatives.
Jointly responsible for the successful implementation of Operations processes.
Providing critical cover of key operational responsibilities in the absence of the Savings Operations Manager.What do we expect of you?

Previous experience working within a third-party environment to deliver customer facing services
Previous experience working within savings is desirable
Financial services experience is essential
Driven, self-motivated and disciplined; able to maintain effectiveness without tactical management.
Track record of delivering end-to-end continuous service improvement in a financial service's operational environment.
Experience of managing customer service escalations and complaints.
Exceptional communication and people skills, able to engage and influence across organisations.
Evidence of project management skills / co-ordination of multiple parties and ability to maintain effectiveness amidst changing priorities.
Effective problem solver, who doesn't give up when things are difficult
Ability to work confidently through ambiguity and deliver the clarification the business needs
Analytical in decision-making, ability to lead using metrics and KPI information.What can you expect of us?

A friendly and flexible culture, synonymous with our proposition to our customers.
A growing organisation that defines itself as being nimble, lean and strong.
A drive for continuous improvement, which you will be empowered to get behind from day one.
Being part of a team where you can personally make a difference to the service our customers receive
A communicative, accessible and approachable ExCo.And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.

#backingyoutobringyourbest

Aldermore Group is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by Aldermore Group will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position

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