Complaints Operations Manager, Cardiff, Banking

Operations Manager, Cardiff, Banking.

My client, a top tier Bank rwequire an Operations Manager to join their global organisation.

Skills/Experience (required):

Proven experience in a range of operational and customer service leadership roles; Worked in an environment that has enabled them to gain a broad understanding of the Financial Services market and a depth of knowledge of the products, services and customers of the business areas being supported; Worked in an environment which is subject to regulatory oversight; Achieved high levels of operational performance and customer satisfaction in a dynamic and changing business environment; Best practice management, control, capacity planning and information systems and how to exploit them; Full working knowledge of FSA compliance requirements; Full working knowledge of FSA DISP Rules, and Financial Ombudsman Practises.

Responsibilities (will include but not be limited to):

Managing allocated cost centres and the effectiveness, efficiency and compliance of allocated business processes in line with target expectations and making best endeavours to deal with variances against agreed demand; Establishing and maintaining management, control, capacity planning and information systems, including allocation of levels of authority and system access levels, to ensure effective oversight of volumes, performance, risk and compliance and instigation of appropriate mitigation actions; Managing and recruiting the operations team and ensuring team members understand what is expected of them and how they are performing.