Core Operations Manager

Job Overview

Reporting to the Senior Customer Operations Manager, this is a key leadership position within our Customer Operations team. As part of the senior management group, you’ll play a pivotal role in driving performance across our Centres of Excellence, ensuring we deliver outstanding outcomes for our customers, colleagues, and the business.

Working Pattern

Hybrid – typically a couple of days a week in the office. Part‑time or flexible arrangements are considered to support work‑life balance.

Benefits

• Holiday: 25 days holiday up to 30 days (depending on service level)
• Pension: contribution up to 1% of salary
• Maternity/Paternity: enhanced maternity after successful completion of probation and 4 weeks paternity leave
• Volunteering: 2 paid days to give back to a charity of your choice
• Career Development: LinkedIn Learning access
• Finance: Snoop Premium available to all colleagues
• Medical: option to opt in for Private Medical Insurance
• Bonus: discretionary annual bonus

Key Responsibilities

• Lead and mentor a group of Ambassador Leads, ensuring effective management and support of customer‑facing teams.
• Drive colleague engagement and leadership excellence within the team.
• Maintain a broad and in‑depth understanding of customer acquisition, forbearance arrangements, complaint resolution and vulnerable customers.
• Provide tailored support and solutions for customers with unique needs.
• Maintain up‑to‑date regulatory knowledge and anticipate changes that may impact operations.
• Promote a positive outlook and continuous improvement of customer outcomes.
• Ensure that customers using VBG’s most complex products and services receive comprehensive support.
• Manage both internal and external risks, upholding governance standards for all relevant performance indicators.
• Oversee back‑office operations, identifying and implementing process improvements.
• Lead a business unit within the Customer Operations Centres of Excellence, nurturing colleagues at all levels.

Qualifications / Experience

• Understanding of how revolving credit, fixed-term credit and asset-backed finance products work within the Group.
• Experience and proven capability in managing customer service and collections teams in a regulated environment.
• Ability to keep the business unit optimally resourced with efficient cost management and a problem‑solving approach to resource planning.
• Regulatory knowledge at the required level that matches today’s evolving regulatory landscape.
• Commercial ability to drive appropriate performance improvements.
• Ability to understand soft skills and customer drivers in customer experience outcomes.
• Ability to create, develop and action a plan with appropriate operating cadence and reporting.
• Presentation and senior leadership team (SLT) paper-level preparation and delivery.

Why Join

• Flexible Working Hours – support for work‑life balance.
• Career Development – mentorship programmes and training sessions.
• Inclusive Culture – dedicated initiatives to ensure all voices are heard.

Offers are subject to satisfactory background checks, including credit, fraud and employment references.

Vanquis Bank is an Equal Opportunity Employer. We embrace everyone’s unique strengths and identities to be themselves at work, regardless of race, religion, gender, age, disability or any other protected characteristic.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. You can contact us at careers@vanquis.com.