Director of Operations (Financial Services) Job in M60 6ES

Director of Operations (Financial Services) Job in M60 6ES. Apply for the latest M60 6ES jobs in Accounting/Financial/Insurance.

Director of Operations (Financial Services) Job in M60 6ES

Job Description
We are looking for a Director of Operations to join us here at N Brown, where we champion inclusivity by making our customers look and feel amazing. We help our customers to express themselves with stylish products, helpful services, and flexible finance. 

Working here you’ll explore everything the world of digital retail has to offer — asking questions, trying new things, and chasing new opportunities.

What you’ll do as Director of Operations:

Customer Operations & Experience – Accountable for the operational performance and delivery of service for all customers, including Customer Communications, Collections & Recoveries and Complaints Handling. Ensuring that customer demand is met across all customer interaction/contact channels through appropriate resourcing, and that all customers are treated fairly with the right outcomes, and that customer satisfaction is maximised, whilst operating in line with all relevant Regulations, guidance, and industry best practice.
Working with the MLRO and Fraud Strategy team, delivery of the Fraud strategy that mitigates losses, reputational risk, and maintains customer satisfaction. Ensure that financial crime referrals are acted upon and investigated appropriately, and that a proactive review is undertaken of all suspicious transactions, with any remedial actions implemented appropriately.
Data & Analytics – Accountable for developing and optimising the FS Operational strategy that uses data forecasting and insight into customer behaviour, so that first time resolution for customer contact across the operational areas is delivered. Generate accurate MI that informs the resourcing strategy, alongside operational MI for the teams and any other Regulated Operational area (as assigned) with the primary goal to secure the functionality of business to drive operational efficiency and performance improvement.
Supplier Management – Accountable for the customer service strategy and delivery in relation to the Outsourced Customer Service Operation, Debt Purchasers, and other 3rd Party contracts as appropriate. Ensure that Suppliers are proactively managed and that they deliver against agreed contractual requirements. Work with key functions such as Procurement and DT to ensure that Supplier performance is achieved/optimised, and that commercial contractual opportunities are leveraged. Work in line with the supplier management policy and framework.
Debt Sale – Accountable for overseeing Debt sale processes that achieves good customer outcomes as well as best market purchase price, through working with multiple stakeholders and meeting regulatory compliance and contractual commitments.
Continuous Improvement/Changes – Ambassador for the Voice of the Customer, and champion change and new working practices that promote an enhanced CX to support the growth of the business (Retail & FS). Using Data/Insight/MI – deliver digital efficiencies/changes in the customer journey (touchpoints, policy, process, systems, resourcing), and that drive/change customer behaviour, which deliver value to the customer and the business (i.e., reduced cost). Customer and business change requirements should be prioritised according to value and strategic importance.
Risk, Regulatory Training & Competence – Work in partnership with FLR, QA and L&D to proactively mitigate risk, and produce an Operations workforce that attains and maintains regulatory competence through a comprehensive programme of policy/process development, and upskilling/training. Support the Operations SMT in delivering a programme of coaching, assessment and process improvements that further enhances colleague performance that supports the fair treatment and outcomes for customers in line with regulations.
Securitisation – work with the FS SLT, Collections Strategy Team and Finance Team to ensure collections are optimised and managed within the securitisation boundaries.
Leadership & Team Management – Lead and inspire at all levels to create motivated and engaged NBrown colleagues. Work effectively alongside the wider FS SLT to provide collaborative challenge, influence and thought leadership that contributes to the successful development and delivery of the FS Strategy.
Chair the Operational Risk, Conduct & Compliance (ORCC) committee to ensure the FS business is well managed, compliant and customer focussed.  Shared SMF24 role with the COO.
Who you are: 

You’ll have experience of operating in a Financial Services environment, ideally as a certified or SMF under the SMCR regime
You’ll have experience of managing large teams of operational colleagues
You’ll ideally have experience of managing outsourced service providers
You’ll be a strong communicator
You’ll have a strong customer focus with an ability to understand the key drivers of customer satisfaction and drive towards ever-improving customer experiences
You’ll be empathetic and a firm leader who is able to motivate and develop colleagues whilst, at the same time, set challenging standards and targets
You’ll be number and data literate, and able to make decisions based on analysis
You’ll be collaborative and have a ‘working together’ approach where positive intent is always assumed
Your Benefits:

Competitive bonus scheme – we reward you when we succeed
Company pension scheme which we’ll match up to 5% and if you put in 6%, we’ll contribute 8%.
Life Assurance
You’ll receive 24 days plus bank holidays. Your holiday entitlement increases with length of service, and you’ll have the option to purchase an extra 10 days per year.
Amazing colleague discount scheme across all our brands
Employees in our business may have access to our customers’ personal data therefore for a number of our roles, offers of employment are subject to a satisfactory criminal record check. Having a criminal record will not necessarily prevent an individual from obtaining a position with N Brown Group. 

To apply for this role as Director of Operations, please click apply online and complete the full application process

Job Type: Permanent, Full Time
Location: M60 6ES
Category: Accounting/Financial/Insurance
City: Manchester
County: Greater Manchester
Country: United Kingdom
Salary:
Benefits: