Manage, organise and coordinate the day-to-day work of the Auto Ops team to deliver the highest standards of service for customers and partners in relation to Auto products
Real time management of department resources to ensure internal compliance and quality KPIs are met, including close monitoring of queue levels and timely reporting of risks and issues to Senior Management
Respond to service level variations and match staff to demand while supporting forecasting requirements
Ensure customer and stakeholder enquiries are dealt with in accordance with business performance and service standards
Set the tone and culture of the team to foster a supportive, high-performance environment aligned with company values
Monitor and drive individual and team performance using structured 1:1s, feedback cycles, coaching and clear performance goal setting
Proactively report any potential or actual operational risks to the Head of Department
Utilise data to make informed decisions and drive continuous improvement of the department
Maintain appropriate department knowledge to support escalations and deliver training and onboarding
Support broader operational goals through owned initiatives and highlight areas for improvement through change forums
Requirements
Operational experience in a customer focussed environment with team leadership experience
Working knowledge of the FCA and its guidance to regulated firms
Outstanding attention to detail and strong ethic of personal responsibility
Excellent problem-solving and creative thinking abilities
Excellent verbal and written communication skills
Proficient in Microsoft Word and Excel
Strong sense of urgency to deliver results
Strong awareness of risk, controls and escalation
Strong prioritisation skills to manage high process volume alongside projects
Ideally proficient with Salesforce and experienced creating reports and dashboards for team oversight and queue management
Preferably experienced in a growing/scaling organisation with a track record of developing teams in ability and size
Strong ability to manage internal and external stakeholder relationships
Experienced in conducting thorough and robust interviews for new hires
Ability to work to strict regulatory deadlines
Availability for Monday to Friday, 9:00-17:30, and one in four Saturdays (day off in lieu)
Benefits
Hybrid role: 1-2 days a week in London office
Option to work from abroad for up to 120 days a year (subject to having the right to work in the country of choice)
Flexible ways of working and emphasis on work-life balance
One in four Saturdays working with a day off in lieu
Support to have everything you need to thrive in work and home life from day one
Inclusive, diverse workplace with DE&I forum and reasonable adjustments in hiring process
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