Operational Implementation Manager

Together; Greater Manchester; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company in customer strategy seeks an Operational Implementation Manager in Greater Manchester to oversee strategic changes and manage a team of Customer Strategy Analysts. The role involves designing and implementing effective customer strategies, improving operational efficiency, and ensuring regulatory compliance. You will collaborate with various teams and influence senior stakeholders while fostering a customer-centric culture. The position requires strong change management skills and stakeholder management abilities in an engaging environment.

Qualifications

• Experience in managing and prioritising Change backlogs is essential.
• Demonstrable experience of influencing senior stakeholders.
• Creative mindset to drive outcomes and improve processes.

Responsibilities

• Own the Customer Strategy backlog, prioritising and delivering changes.
• Collaborate with ops teams to improve customer management strategies.
• Manage Customer Strategy Analysts for strategic initiatives.

Skills

Understanding and experience of managing Change backlogs

Stakeholder management skills

Experience of delivering change

Understanding of regulatory requirements

Experience of design and maintenance of operational policies

Ability to work collaboratively

Creative and inspiring

Experience of establishing governance frameworks

Risk identification and mitigation understanding

Tools

Salesforce

Java

Job description

As an Operational Implementation Manager you will be responsible for prioritising and delivering required strategic changes and managing the Customer Strategy Analysts. You will be responsible for designing and delivering change to Operational Customer Strategies. You will be working closely with Credit Risk and Operational teams to ensure Customer Strategies are effective appropriate and deliver good customer outcomes. You will also work with Credit Risk and the Operational teams to monitor strategy performance and provide insight into the strategy effectiveness as well as proposing and delivering enhancements.

As an Operational Implementation Manager you will :

• Own the Customer Strategy backlog ensure that changes are appropriately prioritised and delivered
• Deliver and embed strategic changes into the Operation to enhance performance drive efficiency improve customer outcomes or adhere to regulatory guidelines
• Design & own Operational Strategies and principles such as Forbearance & Vulnerability
• Establish & embed oversight and monitoring of operational Strategies frameworks and other directive controls.
• Be the key point of contact for 1st line Credit Risk on credit / conduct risk intersection
• Collaborate with ops teams and credit risk to improve the effectiveness of customer management strategies
• Manager Customer Strategy Analysts to deliver Strategic initiatives.
• Deliver against operational plans so that the business can reach its strategic objectives create a customer centric culture and deliver good outcomes for customers and the business

Qualifications : Essential :

• Understanding and experience of managing and prioritising Change backlogs.
• Experience of delivering change
• Understanding and experience of the regulatory requirements for mortgage businesses; in particular requirements around the management of arrears supporting customers in financial difficulty and Consumer Duty
• Experience of design and maintenance of operational policies procedures and processes.
• Creative and inspiring; able to bring a vision to life and explain complex concepts in an engaging and compelling manner.
• Excellent stakeholder management skills : building relationships and networks across the business based upon integrity and trust.
• Experience of establishing and managing within governance frameworks
• The ability to work collaboratively with the wider business to support the overall goal of a more effective and efficient operating model.
• Demonstrable experience of working with and influencing senior stakeholders group business partners (e.g. Compliance) the ability to challenge where appropriate and experience of leading governance meetings / forums.
• A good understanding of Risk identification assessment and mitigation (across all risk categories)
• Has the ability to think outside of the box and drive towards outcomes rather than duplicating what we have today; looking for opportunities to improve ways of working enhance controls drive efficiency and enhance customer outcomes

If you feel you have some of the skills mentioned above but not all please do still apply and we would be happy to have a further discussion with you in regards to your suitability for the role.

Additional Information :

Together embraces diversity and inclusion and are proud to be an equal opportunity workplace. Not only do we welcome difference we celebrate it support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds perspectives and skills.

If you feel youd benefit from any support or reasonable adjustments during any stage of the recruitment process please dont hesitate to let us know when completing your application. This information will be picked up by our team so we can try and put steps in place to help you be at your best through this process.

Please note that all successful applicants will undergo relevant employment reference financial and criminal record checks.

Remote Work : No

Employment Type : Full-time

Key Skills

Business Development,Project Timelines,Business Process,Customer Service,Client Expectations,Account Management,Salesforce,Client Relationships,Project Management,ERP,Java,Client Service,Consultants,Management System,Procedures

Experience : years

Vacancy : 1