At a Glance
- Tasks: Lead operations, manage teams, and drive performance in a dynamic financial services environment.
- Company: Join a forward-thinking company focused on customer satisfaction and operational excellence.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Be part of a culture that values collaboration, innovation, and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and leading a motivated team.
- Qualifications: Experience in financial services and strong leadership skills are essential.
The predicted salary is between 50000 - 60000 £ per year.
The Operations Manager will be responsible for driving effective operational delivery across complex customer complaint and remediation activity, ensuring alignment to both internal objectives and UK client requirements. The role requires strong leadership, operational oversight, and experience within financial services, particularly across complaints handling, remediation programmes, or customer-facing sales environments.
Key Responsibilities
- People Management
- Manage and drive performance against Team Leader KPIs and service delivery targets.
- Clearly articulate business objectives and support Team Leaders in developing and executing operational plans.
- Ensure effective daily briefings (‘huddles’) are conducted.
- Manage leave and absence to maintain service levels in line with agreed SLAs.
- Handle disciplinary and HR matters in accordance with UK employment legislation and company policy.
- Foster a high-performance, inclusive culture with strong employee engagement and motivation.
- Embed reward and recognition practices as part of operational cadence.
- Design and oversee structured incentive schemes aligned to business outcomes.
- Promote cross-functional collaboration and teamwork.
- Ensure policies, procedures, and compliance requirements are consistently adhered to.
- Identify and resolve performance or morale challenges proactively.
- Leadership & Team Development
- Deliver structured coaching and mentoring for Team Leaders.
- Support leadership transition and onboarding plans.
- Lead regular call listening and quality review sessions with clear actions and outcomes.
- Conduct monthly 1:1s focusing on performance, development, and career progression.
- Identify and close capability gaps through targeted development plans.
- Promote industry best practice in complaints handling, sales compliance, and remediation.
- Facilitate knowledge sharing based on insights, audit findings, or customer outcomes.
- Run regular improvement workshops and “think tank” sessions.
- Support professional development, CPD, and succession planning.
- Manage underperformance through structured improvement plans in partnership with HR.
- Identify and develop high-potential talent.
- Operational Management (BAU)
- Define and deliver against operational objectives and KPIs.
- Manage delivery of complaints, remediation, or sales support activity in line with regulatory expectations (e.g. FCA guidelines).
- Translate financial and client objectives into operational delivery plans.
- Monitor performance against forecast and adjust resources accordingly.
- Drive efficiency, quality, and customer outcomes across operations.
- Ensure accurate reporting and effective MI (Management Information) frameworks.
- Maintain robust record-keeping in line with regulatory and audit requirements.
- Implement and oversee quality assurance processes.
- Manage departmental budgets, supplier relationships, and resource allocation.
- Identify operational risks and escalate appropriately.
- Drive continuous improvement and innovation within service delivery.
- Support delivery of change and transformation initiatives.
- Client & Stakeholder Management
- Support Client Directors in maintaining strong client relationships.
- Participate in WBRs, MBRs, and QBRs with UK-based clients.
- Ensure internal teams meet client expectations and contractual deliverables.
- Identify and escalate risks, issues, or service impacts promptly.
- Prepare for client engagements and ensure operational readiness.
- Maintain transparent and proactive communication on performance, risks, and improvements.
- Provide insights and reporting on service delivery and continuous improvement.
- Change & Transformation
- Identify and implement operational change initiatives.
- Support wider business transformation programmes.
- Lead and embed change within operational teams.
- Manage communication and engagement around change activity.
- Track outcomes and ensure successful adoption.
- Reporting & Data Insights
- Work with BI teams to develop meaningful operational reporting.
- Analyse MI to identify trends, risks, and opportunities.
- Use data-driven insights to inform decision-making and improve performance.
- Drive continuous improvement through analytics and reporting.
Requirements
- Minimum: GCSEs (or equivalent) required.
- Relevant degree or professional qualification (desirable).
- Proven experience in UK financial services (banking, insurance, or equivalent regulatory environment).
- Strong experience across complaints handling, remediation programmes, and/or regulated sales environments.
- Minimum 3 years’ experience in a Senior Operations role within a contact centre/BPO environment.
- Experience working with UK-based clients and FCA-regulated frameworks (desirable).
- Strong stakeholder management and client engagement skills.
- Advanced MS Excel / MI reporting capability.
Key Skills
- Leadership and people management.
- Operational delivery and resource planning.
- Strong knowledge of complaints, remediation, and sales processes.
- Analytical and problem-solving ability.
- Coaching and mentoring capability.
- Decision-making and commercial awareness.
- Financial and operational acumen.
- Continuous improvement mindset.
- Strong written and verbal communication skills.
Core Behaviours
- Employees are expected to be dependable, driven, and collaborative, aligned to core values:
- Bring your best every day.
- Strive for continuous improvement.
- Empower and support others.
- Act with integrity.
- Take ownership.
- Deliver exceptional service.
Operations Manager in Cheltenham employer: Huntswood
As an Operations Manager in Glasgow, you will thrive in a dynamic and inclusive work culture that prioritises employee engagement and professional development. Our commitment to continuous improvement and innovation ensures that you will have ample opportunities for growth while working alongside a talented team dedicated to delivering exceptional service in the financial services sector. With a hybrid working model and a focus on collaboration, we empower our employees to bring their best every day and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working in operations management. Attend events, join online forums, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their operational challenges and think about how your experience can help solve them. Tailor your answers to show you’re not just a fit for the role, but also for the team and company values.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. Focus on articulating your leadership style and how you’ve driven performance in past roles – that’s what they want to hear!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re the perfect fit for the Operations Manager role.
We think you need these skills to ace Operations Manager in Cheltenham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operations Manager role. Highlight your experience in complaints handling and operational management, as these are key for us. Use specific examples that showcase your leadership skills and how you've driven performance in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention your understanding of financial services and how you can contribute to our goals. Keep it engaging and personal – we want to see your personality!
Showcase Your Achievements:When filling out your application, don’t just list your responsibilities. Instead, focus on your achievements! Use metrics where possible to demonstrate how you’ve improved processes or driven results in your previous roles. We love numbers that tell a story!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need about the position and our company culture there!
How to prepare for a job interview at Huntswood
✨Know Your Stuff
Make sure you understand the ins and outs of operations management, especially in financial services. Brush up on complaints handling and remediation programmes, as these are key areas for the role. Familiarise yourself with the company's objectives and how they align with UK client requirements.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing teams and driving performance. Think about times you've successfully coached or mentored others, and be ready to discuss how you foster a high-performance culture.
✨Be Data-Driven
Since the role involves operational management and reporting, come prepared to discuss how you've used data to inform decision-making in previous roles. Highlight any experience you have with MI reporting and how it has led to improved performance or efficiency.
✨Engage with Stakeholders
Demonstrate your ability to manage client relationships and internal stakeholders effectively. Prepare to talk about how you've maintained strong communication and collaboration in past roles, especially when dealing with service impacts or operational changes.
