Head of Operations

Responsible for leadership and oversight of the Complaints, Administration and Quality Assurance teams, providing clear direction and day-to-day management of the people, processes and procedures within each department. As a successful Head of Back Office Operations, you will be self-motivated with excellent attention to detail, an able communicator, allowing you to work collaboratively with each key stakeholder. You will provide support with all initiatives where required and ensure the customer journey delivers good customer outcomes at all times and highlight where it doesn’t. You will want the best for our people and our customers; a solutions-oriented leader, you will highlight any issues along with plans for remediation. Also, you will possess a sound working knowledge of regulation (FCA, FOS etc). You will possess good IT skills with the ability to analyse data.

Key responsibilities:

• Undertake the management of the QA, Complaints, and Administration teams, focusing on support, outputs and accuracy of the team's work.
• Ensure all internal QA fails are fed back in a timely manner to prevent further failure.
• Manage the suite of QA scorecards to ensure they are accurately picking up on any process or customer failure.
• Management and direction setting for each department, ensuring productivity is maximised through KPI achievement analysis and reviews of procedures and work instructions, maximising efficiency where appropriate whilst maintaining quality outputs at all times.
• Providing expert knowledge to ensure all processes within each department adhere to regulatory requirements under CONC, DISP, Consumer Duty etc.
• Ensuring policies, procedures and processes within your areas of control are updated and approved by Compliance for each business area under remit.
• Conducting regular, at least monthly, individual performance reviews with each direct report.
• Working closely with the Operations Director to align strategies and drive each business area to optimum performance levels.
• Ensuring that the culture supports a ‘people and customer first’ approach.
• Chair of the RCA forum, responsible for the production and analysis of data for the forum, including but not limited to the deep dive analysis of complaint upholds and the drivers for those complaints, FOS overturn rates and key complaint drivers.
• Producing weekly and monthly oversight packs, that provide trend analysis, outcome scoring and any emerging trends for each business area within remit.
• Using initiative and self-motivation, you will support the overall Evergreen strategy to ensure the business achieves the goals and vision within your areas of responsibility.
• Accountable for continuous improvement initiatives following identified non-conformance.
• Produce weekly, monthly and quarterly summary reports of team results and a quarterly RCA pack suitable for executive review.
• Review outputs to ensure team members are in receipt of appropriate training and development to avoid repeat failings.
• Review all processes to ensure alignment with requirements and efficiencies are optimal.
• Providing support and guidance to direct reports as required.
• Ensure Quality Monitoring of customer calls are carried out in accordance with procedures and appropriate follow up and corrective action is taken for unsatisfactory results.
• Liaising with key stakeholders in a collaborative working way.

Previous experience of successfully leading a Financial Services back office support team, particularly Complaints and QA would be ideal. Excellent writing, verbal and analytical skills. Ability to work under pressure. Able to evaluate business processes and operations, developing and implementing quality and compliance metrics. Able to work independently and as part of a team. Ability to produce meaningful data to provide detailed overviews of all team outputs, suitable for an EXCO level audience. Able to work collaboratively with other department leads to produce sound outputs. Ability to identify process errors or inefficiencies and provide remedial action plans.

About us:

Ahoy there! We’re Evergreen Finance London, a UK-based direct lender that provides consumers with short-term loans from £200 to £1,500. We started our journey in 2014 with a vision to make a mark as a company that puts transparency, affordability, and quality service at the heart of everything we do. We know the value of flexibility, creativity, and innovation in today’s fintech space, and we work hard to create and deliver best-class experiences that support our customers and give them the confidence they need to live life to the full.

Vision, Mission & Values:

Our vision, mission & values are what drive the amazing work we do. From the decisions we make to the actions we take, they form the foundations of Evergreen Finance London's brand & strategy. Our vision describes our view of the world because of Evergreen Finance London. It’s the way we want it to be and the reason we keep going, even if times might seem tough. Empowering Financial Confidence, with seamless, responsible, and innovative financial solutions. When people have access to the financial resources and knowledge that are right for them, we know they can do great things. We exist to help them get access to a solution that’s right for them, even when others might have refused to help. Our core set of values are what we hold to be true, no matter what. We have four core values here at Evergreen Finance London: Accountability, Care, Diligence and Collaboration. Our vision, mission, and values guide everything that we do. They’re the fundamental pillars of our company that make us who we are, and help to ensure that anyone we interact with (internal or external) remembers Evergreen Finance London, what we do, and what we stand for.