Head of Operations - Financial Services

Operations Manager

Ref: 1211Tuesday 12 January 2021

£45 to £55k

Start the New Year with a real opportunity to effect change across an entire business and be integral to their on-going success.

Reporting into the COO the main purpose of the role is to oversee the member services, claims and underwriting functions, ensuring a great level of member service, whilst seeking operational efficiencies. To maintain a safe, effective, and presentable working environment including the development and maintenance of business continuity plans.

Key Tasks/ Main Responsibilities

Lead a step-change in the approach to processes to ensure the cost-effective provision of excellent member service

  • Drive improvements across the member journey focusing on company values
  • Drive greater understanding of processes throughout the business
  • Create and document an overarching map of all processes relating to member service (all product processes, onboarding, exit, complaints, etc)
  • Ensure strong process review, control and monitoring and embed these skills in the team
  • Manage relationships with key stakeholders including suppliers and, where relevant, regulatory authorities

Drive a culture that enables member services and protection teams to shine

  • Oversee the optimal performance of the Member Services team to ensure Service Level Agreements (SLA) are met and a commercial focus is generated.
  • Introduce a competency framework for the Member Services and protection teams and ensure established team standards are fulfilled
  • Ensure the business is adequately resourced to maintain agreed SLAs, whilst ensuring cost efficiency
  • Provide for the development of talent in the team

Provide project leadership in developing systems

  • Deliver new tools to support an improvement in service to members
  • Work closely with the Head of Technology in creating a culture of continuous improvement through process and system change

Create and maintain a safe, effective, and well-presented post-COVID-19 working environment

  • Assess the needs of the business, together with stakeholder input, to redevelop our working environment (office and home-working mix)
  • As “Health and Safety Manager”, conduct regular risk assessments, safety inspections, and manage emergency procedures

Ensure a robust Business Continuity Plan (BCP) is maintained

  • Prepare for all scenarios in which normal operations may be impacted, creating continuity plans to anticipate issues
  • Review plans on a regular basis or where there are changes to personnel or structure

Key Soft Skills/ Behaviours

  • Team player – works collaboratively in a matrix structure
  • People focused – managing and motivating team as per culture and values
  • Decision making – acting with integrity and thinking analytically
  • Strong Leader – ability to lead business plans and teams to ongoing success.
  • Persuasion and influencing – clear thinker and an excellent communicator.
  • Passionate, positive and enthusiastic

Key Skills/Competences

  • Technical expertise – CII qualified or 8 years’ experience in a financial institution
  • Business understanding of working in a regulated financial services environment
  • Leadership and managerial skills
  • Experience of process mapping, documentation and oversight
  • Project management skills and experience
  • Experience of budgets and budgeting

This is a small but successful growing business with a great inclusive culture and a real desire for continuous improvement.