Operations Manager

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Senior Talent Acquisition Partner @ WIPRO

Servaada is Wipro\’s UK entity, authorised by the FCA (the UK financial services regulator) to undertake regulated activities on behalf of its clients, as an outsourced service provider.

About the Role:

The purpose of this position is to support the smooth and efficient running of a number of teams within the wider Client Services Administration team. The successful candidate will be responsible for the direct line management of several Team Leaders.

The role holder will report into the Head of Client Services Administration, supporting them to ensure the smooth running of the department and the consistent achievement of contractual Service Level Agreements (SLAs).

The role is a fixed-term contract for 12 months, providing an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.

Key Responsibilities:

• The primary purpose of the role is to ensure the Client Services Administration team is focused on maximising an effective working relationship between the business and our clients
• Working alongside peers to ensure effective communication across teams and other business departments
• Adoption of a collaborative approach across the business to ensure that KPIs and SLAs are achieved
• Undertake review of breaches including Root Cause Analysis and designing and implementing preventative measures
• Implement and oversee a consistent approach to Team Leader operating rhythm including the design, implementation and review of team checklists
• Actively encourage process improvements in order to allow the business to continually improve
• Leading by example to ensure that the team are adhering to the company charter and the company policy
• Coordinate back-office testing projects as necessary
• Involvement in the recruitment process including interviews and providing candidate feedback
• Acting as an escalation point for queries and urgent cases including escalations and concessions
• Represent Client Services Administration in working groups and projects, as required
• Remain up to date on all relevant external regulatory requirements and internal processes
• Demonstrate flexibility during periods of high workload, assisting other services when required
• You will, from time to time, be required to undertake other activities that fall within your capabilities as directed by management

Skills, Qualifications and Experience:

• A proven track record in a Team Leader or similar role, or higher
• In depth financial services knowledge and experience
• Understanding of General Investment Accounts (GIAs), Individual Savings Accounts (ISAs), Self-Invested Personal Pensions (SIPPs) and Offshore Bonds
• Strong interpersonal skills and communication skills
• Ability to work well under pressure and to tight deadlines
• A proactive and innovative approach to problem solving, including persuasion and influencing skills
• Knowledge and experience of a wrap platform
• Knowledge of GBST Composer back-office system

Application of Individual Conduct Rules:

Standard of conduct is reasonable under all circumstances relating to

• Must act with integrity
• Must act with due skill, care and diligence
• Must be open and cooperative with the FCA and other regulators
• Must pay due regard to the interests of customers and treat them fairly
• Must observe proper standards of market conduct

Servaada is an advocate for positive change and conscious inclusion. As a global employer, we strive to create a diverse Wipro family by remaining committed to the development of our culture, diversity, equality, and inclusion in the workplace. All applicants welcome.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, General Business, and Quality Assurance

• Industries

  Business Consulting and Services and Financial Services

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