At a Glance
- Tasks: Lead operations, manage teams, and drive performance in a dynamic financial services environment.
- Company: Join a leading financial services firm with a focus on innovation and customer satisfaction.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Be part of a collaborative culture that values continuous improvement and employee engagement.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: Experience in financial services and strong leadership skills required.
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 Chester employer: Huntswood
As an Operations Manager in Glasgow, you will thrive in a dynamic hybrid work environment that champions employee engagement and professional growth. Our commitment to fostering a high-performance culture is evident through structured coaching, recognition practices, and opportunities for career progression, all while ensuring compliance with regulatory standards. Join us to be part of a collaborative team that values innovation and continuous improvement in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Chester
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those already working in operations management. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and operational delivery. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've managed teams and driven performance. Remember, they want to see how you can foster a high-performance culture!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Operations Manager in Chester
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, and don’t forget to showcase your leadership skills. We want to see how you can drive performance and foster a high-performance culture!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention specific examples from your past that demonstrate your ability to manage teams and deliver results. We love seeing passion and personality!
Showcase Your Achievements:When detailing your experience, focus on your achievements rather than just responsibilities. Use metrics where possible to show how you’ve improved processes or driven efficiency. We’re all about data-driven insights, so make sure to include those numbers!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take the initiative to connect with us directly!
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 your knowledge of 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
Be ready to discuss your experience in managing teams and driving performance. Prepare examples of how you've supported Team Leaders in achieving KPIs and how you've fostered a high-performance culture. Highlight any coaching or mentoring experiences that demonstrate your ability to develop talent.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Think of specific situations where you've identified operational risks or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Engage with Data Insights
Since the role involves working with data and reporting, be prepared to discuss how you've used analytics to drive continuous improvement. Bring examples of how you've analysed MI to identify trends and make informed decisions. This will show your analytical mindset and operational acumen.
