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 Exeter 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 dedicated team focused on delivering exceptional service in the financial services sector. With a hybrid working model and structured incentive schemes, we offer a rewarding environment where your contributions are recognised and valued.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Exeter
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in operations or financial services. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show them you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your experience in complaints handling and operational management.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can set you apart from other candidates. It shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Operations Manager in Exeter
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in operational management, especially in financial services. We want to see how your skills align with the role of Operations Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Leadership Skills:Since this role involves people management and team development, it’s crucial to demonstrate your leadership abilities. Share specific examples of how you've motivated teams or improved performance in previous roles. We love seeing how you can inspire others!
Be Data-Driven:As an Operations Manager, you'll need to make decisions based on data insights. Highlight your experience with MI reporting and analytics in your application. We’re keen to know how you’ve used data to drive improvements and achieve operational goals.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re proactive – a quality we value!
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. Being able to discuss industry best practices will show that you're not just familiar with the basics but also ready to lead.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed teams and driven performance in previous roles. Think about specific situations where you’ve fostered a high-performance culture or handled HR matters effectively. This will demonstrate your capability to manage and motivate a team, which is crucial for this position.
✨Be Data-Driven
Since the role involves operational management and reporting, be ready to discuss how you've used data to inform decisions in the past. Bring examples of how you've analysed MI to identify trends or improve performance. This will highlight your analytical skills and your ability to drive continuous improvement.
✨Engage with Stakeholders
Think about your experience in managing client relationships and how you've ensured service delivery meets expectations. Be prepared to discuss how you’ve communicated with stakeholders and resolved issues promptly. This will show that you can maintain strong client relationships, which is vital for the role.
