J2824 - Our client is seeking a European Customer & Operational Excellence Manager to lead and manage the activities of the Customer Service Operations department in designing, shaping and leading the strategic development of customer service across the business to satisfy regulatory requirements and create an outstanding customer experience.
Salary: £60,000 - £75,000 plus excellent bonus and benefits. Location: UK, Gtr London / Surrey (Dublin will also be considered).
Deliver and demonstrate fair customer outcomes to all customers.
Research, develop and measure customer levels (including external surveys) and identify strategies to improve these across the business.
Actively promote to and adhere to corporate governance regimes and ensure effective processes and working environment are in place to manage and minimise risk.
Act as an ambassador and provide support to help build relations between the different business teams and wider business units.
Identify and develop efficiencies within the customer service and experience area.
Ensure the commercial implications of operational activities are appropriately monitored and controlled. This includes the application of applicable fees or discounts and identifying processes that minimize internal administration effort for the Operations Team and the wider business.
Retain existing customers and develop new customers whilst maintaining business portfolio quality.
Ensure departmental structures, processes, controls, business continuity and scalable resources are in place to enable KPI’s to be met.
Monitor KPI and put actions place (escalating where necessary) to address changing business needs.
Support the business to adhere to policies, procedures and frameworks which ultimately safeguards our stakeholder’s interests.
Promote continuous improvement and facilitate change.
Knowledge of customer service practices.
Knowledge of continuous improvement and process analysis.
Knowledge of project delivery and analysis techniques.
Knowledge of project management approaches.
Knowledge of operational systems and process.
UK, Gtr London / Surrey location preferred but Dublin will also be considered.
We strongly favour applicants with proven, relevant experience in Financial Services; particularly in Asset Finance and Leasing.
Applicants will only be considered with relevant in-country experience.