Operations Manager

Loan Servicing at Blue is responsible for supporting our customers through the life of their loan. Our focus is on delivering an outstanding customer experience through every interaction, underpinned by operational efficiency and a commitment to excellent service. The department comprises 3 teams, totalling approximately 30 people:

• Complaints – Provides expert assistance and resolution for customers experiencing issues, ensuring fair outcomes in line with regulatory standards.
• DSARs (Data Subject Access Requests) – Manages customer requests for access to their personal data, ensuring compliance with data protection regulations.

Overall purpose of the role
As an Operations Manager, you play a pivotal role in aligning the Loan Servicing department with Blue’s strategic objectives. You will lead and support Team Leaders, ensuring that the teams’ performance, compliance and service standards are consistently met and continuously improved. You will foster a culture of excellence, accountability and innovation across the department, driving both people development and operational improvements.

Key responsibilities and accountabilities

• Leadership and People Management
  Lead, coach, and develop high-performing teams, including conducting appraisals, setting objectives, and managing recruitment and performance. Drive a positive and collaborative culture aligned with Blue’s values and goals. Ensure robust training plans are in place and implemented effectively.
• Operational Excellence
  Monitor and ensure adherence to departmental SLAs, KPIs and quality standards. Recommend and implement process and system enhancements to drive efficiency and accuracy. Accurate and timely departmental reporting for both internal and external stakeholders. Ensure operational policies and procedures are up to date and reviewed regularly. Support on departmental costs and supplier contracts, maintaining a thorough understanding of the services each provider delivers. Support external audits by providing relevant information and responding to queries.
• Communication and Stakeholder Engagement
  Act as a key liaison between the department and senior management, cascading business updates and ensuring feedback is clearly communicated. Build and maintain strong working relationships across the business, fostering cross-functional collaboration. Maintain excellent relationships with external parties.
• Compliance and Risk Management
  Ensuring Key Risk Indicators are monitored and escalated as required. Maintain up to date knowledge of Blue’s products, Hire Purchase lending practices and regulatory obligations. Ensure departmental adherence to all policies and compliance standards. Actively support a culture of compliance, ensuring good customer outcomes and alignment with FCA Conduct Rules.
• Business Continuity
  Be responsible for full department leadership in the absence of Director of Operations. Implement and maintain robust succession planning strategies to identify and prepare future leaders.
• Compliance and regulation
  Develop and maintain a full understanding of the Company’s compliance requirements (including the Financial Conduct Authority’s Conduct Rules) and act in accordance with the standards, instructions in, and the spirit of those requirements. Take responsibility for ensuring that personal data within your remit is handled lawfully, fairly, and in line with the company’s data protection policies and procedures. Collaborate with the Data Protection Officer to ensure compliance with data protection standards, guidelines, and principles, acting in a manner that upholds these requirements while supporting the DPO’s overall oversight responsibilities. For customer data, ensure it is processed securely and in accordance with data privacy obligations to protect the rights of individuals. For employee personal data, handle it with strict confidentiality and in compliance with employment and data protection legislation. Act to deliver good outcomes for our customers and understand how this requirement specifically applies to your role at Blue.

Person specification
Proven experience of managing high performing teams, preferably within a regulated financial services environment. Strong understanding of operational processes and performance management. Excellent communication and strong interpersonal skills, able to establish effective working relationships at all levels. Good team player, flexible and able to work on own initiative. Demonstrated ability to lead change, improve processes, and influence outcomes. High attention to detail and accuracy. Proficient in Microsoft Office and other relevant business systems. Strong organisational and time management skills, with the ability to handle competing priorities. Resilient, not derailed by a setback and returns to a high level of performance quickly. Proactively steps in to assist teams and contribute wherever support is required. Experience in motor finance, ideally hire purchase lending. Knowledge of the CCA, CRA, CONC and DISP. Understanding of FCA regulations and compliance requirements. Strong customer service ethos and understanding of customer-centric operations.

Additional requirements
Office hours are between 8am-7pm, you should complete 7.5 hours a day, covering core working hours to best support your team leaders. Hybrid working available after training completed (3 days in the office as a minimum). This document is neither contractual nor exhaustive and may be amended to meet the needs of the business. Where possible this will be done in consultation with the job holder. From time to time, and within reason, you may be required to carry out tasks that fall outside of your position’s remit. From time to time, and within reason, you may be required to work outside of your standard contracted hours. As part of your ongoing development, you may be required to undertake training in order to meet the requirements of your role. Due to our remote location and lack of public transport it is suggested that you are a driver and are able to get to our offices in Sundridge, Sevenoaks.