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, integrity, and continuous improvement.
- Why this job: Make a real impact by improving customer experiences and leading a high-performing 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 Newport 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 focus on leadership and collaboration, we foster an environment where your contributions are recognised and rewarded, making us an excellent employer for those seeking meaningful and impactful careers.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager in Newport
✨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 researching the company and its culture. Tailor your answers to show how your experience in complaints handling and operational delivery aligns with their needs. We want to see you shine!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. This will help you articulate your leadership skills and operational insights confidently.
✨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 and engaged with our brand.
We think you need these skills to ace Operations Manager in Newport
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 examples of how you've motivated teams, handled performance issues, or implemented coaching strategies. 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 how you've used analytics to drive improvements in service delivery. We’re keen to see your analytical mindset in action!
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application 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 serious about joining our team!
How to prepare for a job interview at Huntswood
✨Know Your Operations Inside Out
Before the interview, make sure you thoroughly understand the key responsibilities of an Operations Manager, especially in financial services. Familiarise yourself with complaints handling and remediation programmes, as well as the specific KPIs and SLAs mentioned in the job description.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in managing teams and driving performance. Think of specific examples where you've successfully led a team through challenges or implemented effective coaching strategies. Highlight how you fostered a high-performance culture and engaged employees.
✨Demonstrate Analytical Thinking
Since the role requires strong analytical skills, come ready to discuss how you've used data to inform decision-making in past roles. Prepare to share examples of how you've identified trends or risks and implemented improvements based on your findings.
✨Engage with Client Management Scenarios
Expect questions about client and stakeholder management. Prepare to talk about how you've maintained strong relationships with clients and ensured their expectations were met. Think of instances where you've had to communicate performance issues or service impacts and how you handled those situations.
