Quality & Admin Ops Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Business Unit: Financial Care Operations

Salary range: £52,800 - £66,000 per annum DOE + benefits

Location: Hybrid - Leeds/ Gosforth / Glasgow

Contract Type: Fixed Term Contract - 12 months

Risk Operations brings together operational areas who support customers in their moment of need. This could range from a bereavement in the family, customers in financial difficulty or those who have been the victim of fraudulent activity.

The Operations Manager (Quality and Admin) role is critical not only in supporting colleagues but also being responsible for identification and management of emerging risks. Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through continuous improvements and customer journeys.

• Effectively manage the performance of team managers, ensuring high standards of performance focussed on customer outcomes, behaviours, service, and successful delivery of results / team goals.
• Owning delivery of Admin processing, including acting as the Subject Matter Expert, for key regulatory and legal processes. Striving for operational excellence by identifying and driving continuous improvement and provide representation of Financial Care Operations to support projects across the bank.
• Champion Quality Checking reporting across all internal and external collections team, owning reporting of results and identification of opportunities for improvement. Working with business leaders to agree and implement improvement plans.
• Responsible for the delivery of internal Quality Checking, in line with Quality Framework requirements.
• Hold a delegated mandate, where appropriate, and use your experience and judgement to support solutions for VM customers.
• Ensure policy and procedures comply with regulatory requirements and demonstrate robust and effective controls.
• Identify, assess, and support the resolution of problems to continue delivering a high quality, efficient, customer centric service.
• Support strategic projects to ensure they are delivered effectively on time and within budget.
• Identify and manage change effectively, ensuring planning and communication maximise positive outcomes and delivers objectives with minimum disruption.
• Maintaining any relevant industry or regulatory knowledge and ensure VMUK continue to be in line with peers by attending any industry meetings or benchmarking sessions, where required.
• Support 1
  
  LOD and 2
  
  LOD reviews and oversight activity on Secured. Support Head of Financial Care Operations with engaging key stakeholders to ensure that all actions / remediation is delivered successfully and on time.

• Proven experience of running a large, complex operational area within financial services or banking, with accountability for performance, risk, customer outcomes, and regulatory compliance.
• A strong record of leading and managing substantial teams, including managers, creating clear accountability, high engagement and consistently strong results ideally within a Financial Care Team.
• Demonstrable experience o delivering effective and efficient operation performance, with evidence of improving outcomes through innovation, automation, resilience building and continuous improvement.
• Extensive industry experience and understanding of operational and conduct risks, with a proven ability to identify, manage, and mitigate these risks through strong governance and controls.
• Experience of working closely with senior stakeholders and oversight functions, clearing communication complex operational and risk matters in a concise, confident way.
• Strong awareness of regulatory standards across the financial care landscape, with a proven ability to embed these requirements into day to day operational practices.
• A clear passion for delivering first class customer outcomes, supporting customer through financial difficulty with empathy, fairness and consistency.
• A track record of running effective and efficient operational teams promoting innovation, automation, building resilience,…