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 Dartford 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 inclusive culture fosters collaboration and innovation, offering structured coaching and development opportunities to help you excel in your career while driving impactful operational delivery in the financial services sector. Join us to be part of a team that values integrity, continuous improvement, and exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Dartford
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially in operations and complaints handling. We want to see that you’re not just a fit on paper!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your responses. Focus on demonstrating your leadership skills and operational expertise, as these are key for the Operations Manager role.
✨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 take the initiative to engage directly with us.
We think you need these skills to ace Operations Manager in Dartford
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 sprinkle in some of those key skills mentioned in the job description!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've driven performance and managed teams in the past.
Showcase Your Leadership Skills:Since this role involves people management, be sure to highlight your leadership experience. Talk about how you've fostered a high-performance culture and supported team development in previous roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better!
How to prepare for a job interview at Huntswood
✨Know Your Numbers
As an Operations Manager, you'll need to be comfortable with data and KPIs. Brush up on your financial metrics and operational targets relevant to the role. Be ready to discuss how you've used data to drive performance in previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in managing teams and driving performance. Think about times when you’ve successfully coached or mentored team leaders, and be ready to share those stories during the interview.
✨Understand the Regulatory Landscape
Familiarise yourself with FCA guidelines and how they impact operations in financial services. Be prepared to discuss how you've navigated compliance issues in the past and how you ensure adherence to policies and procedures.
✨Engage with Change Management
Change is a constant in operations. Be ready to talk about your experience with implementing change initiatives and how you've managed communication around these changes. Highlight any successful transformation projects you've led or been part of.
