Operations Manager

Our client is a major Blue Chip financial organisation who are seeking an experienced Operations Manager to join them for six months based out of their Head Offices in Reading.

Job Purpose:

Through leadership and example, to facilitate the creation of a dynamic team environment where individual team members are enabled to deliver an excellent and knowledgeable service, at a sustainable cost and achievement of agreed profit margins.

Develop and maintain excellent relationships with key customers

Key Duties:

* Provide strong leadership and motivation to people staff and managers
* Manage individuals across various sites for multi-site functions (if required)
* Influence and lead developments in individuals capability, creating a flexible skill set to effectively meet a range of customer requirements and to improve the customer experience, as well as responding to changing organisational, environmental and regulatory needs
* Organise and manage areas under control achieving appropriate balance between cost and customer service, leading to management of profitability of area. Ensure all charging for special jobs is agreed up front with Retail/Partnerships/SJP and billed monthly (where appropriate)
* Ensure that cost reduction targets are achieved in line with the development of the customer service operating model, ensuring effectiveness of area is maximised, with no detrimental impact on agreed SLAs

Knowledge required:

* Broad current knowledge of the product portfolio and systems and the regulations, legislation and industry practices which govern them
* In-depth knowledge of the market and the FSA regulatory environment
* Excellent understanding of the business drivers and key deliverables of the Customer Services area
* Excellent knowledge of technologies and high level processes relevant to area
* Commercial awareness of operating in a service proposition environment

Skills:

* Excellent communication skills, both written and verbal
* Strong leadership skills and ability to inspire change in people and work culture
* Excellent analytical skills
* Excellent planning and organisational skills
* Strong decision making and problem solving skills
* Strong interpersonal skills and the ability to motivate others
* Good project management skills
* Excellent customer focus skills
* Strong influencing and negotiating skills
* Ability to manage and promote excellent customer service in a change environment
* Ability to build excellent relationships with External Customers and Companies

Experience:

* Evidence of ability to manage a large area to ensure delivery of service standards
* Experience of managing budgets, profitability and expenses
* Evidence of ability to motivate and develop people

hy-phen Limited is acting as an Employment Business in relation to this vacancy.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.