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- Tasks: Lead and inspire teams to achieve sales performance and exceptional customer experiences.
- Company: Join Domestic & General, a leader in financial services with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, health cash plan, pension scheme, and exciting perks like cycle to work.
- Why this job: Be part of a dynamic team that values coaching, innovation, and personal development.
- Qualifications: Must have 2-3 years in Operations Management and experience in a regulated contact centre environment.
- Other info: Hybrid working model with occasional travel; great opportunity for growth and impact.
The predicted salary is between 42000 - 70000 £ per year.
Location: Nottingham, United Kingdom
Salary: £59,000 OTE
Contract: Permanent, Full-Time
Location: Hybrid – Requirement to be on site in Nottingham as needed, with occasional travel to other D&G sites.
Are you an experienced Operations Manager, with a background within a regulated, financial services or sales contact centre environment? Do you have a passion for developing your teams to be high performers? Can you achieve fantastic results through great customer experience in a regulated environment?
Our mission is to do this, our contact centre Team Leaders need an experienced leadership professional to motivate and develop them in role and lead our contact centres to deliver against a balanced scorecard of results whilst driving the ongoing change agenda and ensuring compliance at department level.
About the Role:
You will manage the day-to-day delivery of our balanced scorecard, the sales performance of your department, the department engagement results and ensuring your team put the customer first in everything they do. Coaching and supporting your team to drive sales performance through behaviours and great conversations will be 70% of the role – we need someone who is willing to roll up their sleeves and champion best practice, therefore a background and sound understanding of coaching and developing others through known coaching development models such as SMART or GROW is necessary.
Lead the culture, pace, and tone of the environment; coaching and mentoring future leaders as opposed to managing people via tasks, targets, and processes. Driving change, presenting solutions, and optimising department deliverables and operating practice within D&G will form 30% of your role – to do this you will need a fantastic internal network, built by demonstrating your ability to be personable, professional and collaborative.
About You:
You will be an experienced Operations Manager, minimum 2-3 years in an Operational Management role, leading teams of Team Leaders or an equivalent level. You will have proven experience surrounding sales performance & contact centre KPI’s. You will have worked in an FCA regulated environment and understand the requirements and expectations surrounding an exceptional customer journey within financial services.
In addition, you will also have:
- Excellent stakeholder engagement and management experience
- An ability to plan strategically, creating a roadmap of operational plans that can drive results.
- An entrepreneurial spirit with a keen eye for opportunity.
- An ethos centred around coaching to drive performance.
- Strong leadership skills and an excellent communicator
- An innovative approach with a focus on best practice
- An ability to translate technical elements of operation to a range of audiences across the business
In return, we offer:
- A competitive salary and quarterly bonus, enabling you to earn up to £10k per annum
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of four times basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing, and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs, and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness, and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
Operations Manager - Inbound employer: Domestic & General
Contact Detail:
Domestic & General Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager - Inbound
✨Tip Number 1
Network with current or former employees of Domestic & General to gain insights into their operations and culture. This can help you tailor your approach and demonstrate your understanding of their environment during interviews.
✨Tip Number 2
Familiarise yourself with the FCA regulations and compliance standards relevant to the financial services sector. Being able to discuss these in detail will show your preparedness for the role and your commitment to maintaining high standards.
✨Tip Number 3
Prepare examples of how you've successfully coached teams in the past, particularly in a sales environment. Use the SMART or GROW models to structure your responses, as this aligns with the expectations outlined in the job description.
✨Tip Number 4
Demonstrate your leadership style by discussing how you foster a positive team culture. Be ready to share specific strategies you've used to motivate and develop team leaders, as this is a key aspect of the role.
We think you need these skills to ace Operations Manager - Inbound
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in operations management, particularly within regulated environments. Emphasise your leadership skills and any relevant achievements in sales performance and team development.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for coaching and developing teams. Mention specific coaching models you are familiar with, like SMART or GROW, and how you've successfully implemented them in previous roles.
Highlight Relevant Experience: In your application, clearly outline your experience in FCA regulated environments and your understanding of customer journeys in financial services. Use concrete examples to demonstrate your ability to drive results through excellent stakeholder engagement.
Showcase Your Leadership Style: Describe your leadership approach in your application. Focus on how you foster a positive culture and mentor future leaders rather than just managing tasks. This will resonate well with the company's emphasis on developing high-performing teams.
How to prepare for a job interview at Domestic & General
✨Showcase Your Leadership Skills
As an Operations Manager, your ability to lead and develop teams is crucial. Prepare examples of how you've successfully coached team members in the past, focusing on specific coaching models like SMART or GROW.
✨Understand the Regulatory Environment
Since this role is within a regulated financial services environment, brush up on relevant regulations and compliance standards. Be ready to discuss how you have navigated these in previous roles to ensure exceptional customer experiences.
✨Demonstrate Your Strategic Planning Ability
The company values strategic thinking. Come prepared with examples of how you've created operational plans that drove results. Highlight your entrepreneurial spirit and ability to identify opportunities for improvement.
✨Build Rapport with Interviewers
Given the importance of stakeholder engagement, focus on building a connection with your interviewers. Be personable and professional, showcasing your collaborative approach and ability to communicate effectively across different levels of the organisation.
