Core Operations Manager

Vanquis Bank; Chatham; Hybrid; GBP 55,000 - 70,000; Full time

Job summary

A leading financial institution in the UK is seeking a Core Operations Manager to drive performance in their Customer Operations team. This role involves leading a team, managing customer service, and ensuring operational excellence in a hybrid working environment. Ideal candidates will have proven experience in financial services and a strong understanding of customer needs. The position offers competitive benefits including flexible working and career development opportunities.

Benefits

25 days holiday

Pension scheme

Enhanced maternity and paternity leave

Opportunities for professional development

Private Medical Insurance option

Discretionary annual bonus

Qualifications

• Experience in financial services regulated environment.
• Exceptional leadership skills.
• Excellent communication and presentation abilities.

Responsibilities

• Lead and mentor a team of Ambassador Leads.
• Ensure outstanding outcomes for customers and colleagues.
• Identify and implement process improvements.
• Maintain up-to-date regulatory knowledge.

Skills

Understanding of revolving credit

Experience in managing customer service and collections teams

Ability to manage resources effectively

Regulatory knowledge

Commercial ability for performance improvements

Understanding of customer experience outcomes

Job description

Job Title: Core Operations Manager

Contract Type: Permanent

Location: Petersfield / Chatham

Working Pattern: Hybrid typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance.

What We Offer:

• Holidays: 25 days holiday up to 30 days (depending on service)
• Pension: We know it is important to save for the future that is why we will contribute up to 10%
• Maternity / Paternity: We realise that family time is important we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave
• Volunteering: 2 paid days to give back to the charity of your choice
• Development: LinkedIn Learning for all
• Finance: Snoop Premium available to all colleagues
• Medical: Opportunity to opt in for Private Medical Insurance
• Bonus: Discretionary annual bonus

Job Description:

Reporting to the Senior Customer Operations Manager, this is a key leadership position within our Customer Operations team. As part of the senior management group you’ll play a pivotal role in driving performance across our Centres of Excellence ensuring we deliver outstanding outcomes for our customers, colleagues and the business.

You will lead a team of Ambassador Leads and oversee the day-to-day operations of around 50 customer-facing colleagues, inspiring and supporting them to provide exceptional service and achieve operational excellence. This role is ideal for a people-focused leader who thrives in a fast-paced environment and is passionate about empowering teams to deliver their best.

Key Responsibilities

• Lead and mentor a group of Ambassador Leads ensuring effective management and support of customer-facing teams.
• Drive colleague engagement and leadership excellence within the team.
• Possess a broad and in-depth understanding of customer acquisition, forbearance arrangements, complaint resolution & vulnerable customers.
• Manage customers with unique needs providing tailored support and solutions.
• Maintain up-to-date regulatory knowledge and anticipate changes that may impact operations.
• Excel in challenging situations promoting a positive outlook and the continuous improvement of customer outcomes.
• Ensure that customers using VBGs most complex products and services receive comprehensive support.
• Manage both internal and external risks upholding governance standards for all relevant performance indicators.
• Oversee back-office operations identifying and implementing process improvements.
• Leadership responsibility for a business unit within the Customer Operations Centres of Excellence creating a supportive environment where colleagues at all levels and in all centres are nurtured, encouraged to be their authentic selves and can grow through the right combination of support and challenge.

What will make you stand out

• Understanding of how revolving credit, fixed term credit and asset backed finance products work within the Group.
• Experience and proven capability in managing customer service and collections teams in a financial services regulated environment.
• Ability to keep business unit optimally resourced with efficient cost management and customer needs problem solving approach to manage resources.
• Regulatory knowledge at the required level that matches today's evolving regulatory landscape.
• Commercial ability to drive appropriate performance improvements.
• Ability to understand soft skills and customer drivers in customer experience outcomes.
• Ability to create develop and action a plan with appropriate operating cadence and reporting.
• Presentation and SLT paper level preparation and delivery.

Why Join Us

• Flexible Working Hours: We understand the importance of work-life balance and offer flexible working arrangements.
• Career Development: We provide opportunities for continuous learning and professional growth including mentorship programs and training sessions.
• Inclusive Culture: We are dedicated to creating an inclusive environment where everyone can thrive. Our diversity and inclusion initiatives ensure that all voices are heard and valued.

Offers are subject to satisfactory background checks including credit fraud and employment references.

Vanquis Bank is an Equal Opportunity Employer

Here at Vanquis Banking Group we embrace everyones unique strengths and identities to be themselves at work. Regardless of how you identify yourself your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability or age your experiences and background help enrich our teams and most importantly help support our customers in the best way possible.

If there's anything we can do in the recruitment process to help you achieve your best get in touch. Whether it’s a copy of our application form in another format or additional assistance we’re available to help. You can contact us at