AddressOperations Head - (Financial Services)
Role Description:
- The Operations Manager is responsible for overall management of the team through the optimisation of performance, determination of capabilities, integration into teams, allocation of tasks, direction, support, guidance, motivation, and management of performance.
- The Operations Manager works with internal and external stakeholders to ensure ongoing management of the Customer Experience team to provide high quality and agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.
Team Responsibilities:
- The client experience team provide omnichannel communication support, effective case management and administrative processing to meet agreed Service Level Agreements (SLA) for our clients. We are the first point of contact and trusted to provide accurate information about our propositions and resolve issues that arise, which sometimes means escalating to the appropriate team.
- The client experience team provide factual-information to assist clients in making informed decisions and support administrative processing to ensure service objectives are met.
Specific Role Responsibilities:
- Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
- Provides leadership to deliver the service culture required to deliver required organisational outcomes.
- Ensures that tracking and monitoring of performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analysed, and issues are resolved.
- Oversees and measures the fulfilment of contractual obligations.
- Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement.
- Develops strategies to address under-performance and compliance failures, including application of contract terms.
- Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/projects.
- Supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes.
- Manages capacity modelling and forecasting activities.
- Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
- Provides advice to support the design of service components including designing in flexible and scalable capacity.
- Ensures the correct implementation of standards and procedures.
- Takes responsibility for business continuity and legal, regulatory, and contractual compliance.
- Actively contributes to the development of new operational initiatives and ensure successful implementation
- Proactively works to ensure effective working relationships within the team and with those whom the team interacts with.
- Undertake any other projects/tasks as may reasonably be required to facilitate the smooth transition and management of the Customer Experience Team.
Experience/Attributes required:
- Minimum 8 years' professional experience in the financial service industry;
- FINRA certification preferred not mandatory.
- Strong understanding of the US Financial Services industry, regulations and obligations with particular emphasis on the provision of superannuation, wealth and financial advisory support services as part of a platform proposition.
- Demonstrable track record of building relationships, dealing with key stakeholders of an organisation internally and leading multi-disciplinary teams with senior SME capability to achieve key deliverables on time and within budget;
- Previous experience leading a fast-paced Client Service Centre or an environment providing a high level of service;
- Attitude to execute, deliver and succeed;
- Analytical thinking and problem solving abilities;
- Excellent organisational and time management skills;
- Have strong attention to detail;
- Confident, proactive and able to take initiative;
- Highly developed written and oral communication skills;
- Ability to work under pressure to multiple firm deadlines;
- Strong Excel, PowerPoint and Visio and other resource management tools essential.
