Our operational teams are the beating heart of the Group, they are the first point of contact and invaluable support for our Customers, the processors of countless transactions and are the first line of defence that keep our Customers and Bank safe from potential risk.
To ensure that our customer facing operations are continuously providing the very best in customer experience and outcomes,we have created a team with a wide range of responsibilities which include improvement professionals, product experts, and change specialists and we are seeking an experienced leader to join as Senior Operations Efficiency and Outcome Manager.
The success of the team will have a major influence on operational teams achieving key objectives through direct influence of operational efficiency and outcomes.
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- Design the vision and strategy for managing a diverse team whose responsibilities include process improvements, root cause analysis, development of subject matter expertise, colleague training, delivery of changes and strong governance.
- Develop and track Key Performance Indicators, with a particular focus on those that unpin our commitments to embedding positive consumer outcomes, using data and analysis to make decisive decisions on priorities to maximize opportunities identified.
- Lead efforts to gather and understand customer insights through customer feedback, complaints, quality assurance, data analysis, root cause investigations and through to firm change initiatives and follow up to ensure benefits have been realized.
- Ensure that our continuous improvement activities are approached with a data led lens, creating clear views of opportunity/friction points with have measurable benefits delivered using best in class methodologies.
- Work alongside senior operational management teams to challenge current processes and standards and develop new, more efficient, and effective ways of working.
- Work in collaboration with change teams, technical teams, and operational teams to deliver high quality improvements driving operational efficiency and positive outcomes.
- Maintaining and developing a dynamic knowledge base of our products and processes whilst providing expertise to change enablers.
- Collaborate with cross functional teams, specifically product, technology, operations, compliance and change to ensure operational efficiency and positive consumer outcomes are embedded within the business.
- To methodically address a wide range of bespoke and often urgent requests managing resource and therefore stakeholders within a continually changing environment.
- Map and analyse the customer journey, identifying key touchpoints and opportunities for improvement.
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- Required Skills, Knowledge and Experience
- Proven experience in leadership role within customer support and customer experience domains.
- Minimum 5+years of experience in a CX or Business Change role. Experience of working with varying operational teams.
- Stakeholder Management experience with proven ability to influence and drive both customer and commercially advantageous outcomes.
- Experience of change management or operational excellence methodologies, such as PRINCE2, PMP, Lean, Six Sigma etc., in a regulated environment
- Experience of delivering change in financial services would be advantageous. Strong planning and organisational skills
- Good communicator with confidence to constructively challenge and collaborate with internal and external stakeholders.
- Team focussed with proven successes in collaborative cultures.
Qualifications
- Professional qualification in change management or operational excellence.
- Other change qualifications, such as PRINCE2, PMP, Lean, Six Sigma etc. are preferable.
What We Offer
We offer challenge, variety and flexibility. We offer a hybrid working environment with flexible working arrangements. We offer a collaborative team environment. We offer tremendous autonomy. We provide feedback and support in helping you develop your career. And on top of all this, we offer a competitive salary (£52,000 - £72,000 dependent on experience), private healthcare, share save scheme, inclusion in the company bonus scheme, enhanced maternity/paternity and a suite of flexible benefits that you can opt into to suit your lifestyle.
We celebrate achievement and have a range of generous recognition schemes that reward both individual and team successes.