At a Glance
- Tasks: Lead operations and drive performance in a dynamic financial services environment.
- Company: Join a forward-thinking company focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, professional development opportunities, and a supportive team culture.
- Other info: Exciting opportunities for career growth and continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and leading a high-performing team.
- Qualifications: Experience in financial services and strong leadership skills required.
The predicted salary is between 45000 - 55000 £ 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 employer: Huntswood
As an Operations Manager in Glasgow, you will thrive in a dynamic and inclusive work culture that prioritises employee engagement and professional growth. Our commitment to continuous improvement and innovation ensures that you will have ample opportunities to develop your leadership skills while driving operational excellence in the financial services sector. With structured coaching, mentoring, and a focus on rewarding high performance, we offer a fulfilling environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out 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. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in complaints handling and operational management clearly and confidently.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Operations Manager
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 delivery, as these are key for us. Use specific examples that align with the job description to show how you meet our needs.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background fits with our objectives. Be sure to mention any relevant experience in financial services and your approach to leadership.
Showcase Your Achievements:When detailing your past roles, focus on your achievements rather than just responsibilities. Use metrics where possible to demonstrate your impact, like improvements in team performance or successful project completions. We love numbers!
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, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Huntswood
✨Know Your Operations Inside Out
Make sure you understand the key responsibilities of an Operations Manager, especially in financial services. Brush up on complaints handling and remediation programmes, as these will likely come up during your interview.
✨Showcase Your Leadership Skills
Prepare examples that demonstrate your leadership experience. Think about times you've managed teams, driven performance against KPIs, or fostered a high-performance culture. Be ready to discuss how you can support Team Leaders and promote collaboration.
✨Be Data-Driven
Since the role involves operational management and reporting, be prepared to discuss how you've used data to inform decision-making. Bring examples of how you've analysed MI to identify trends and drive continuous improvement.
✨Engage with Client Management Scenarios
Expect questions around client and stakeholder management. Prepare to talk about how you've maintained strong client relationships and ensured service delivery meets expectations. Highlight any experience with UK-based clients and regulatory frameworks.
