Retail Operations Lead - CX & Outsourced Services

Close Brothers Premium Finance; England; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Close Brothers is seeking a Retail Operations Manager to lead Customer Services across Retail, including outsourced partner management and governance. You will drive service excellence, regulatory compliance and continuous improvement while partnering across internal teams.

You will oversee SLAs, KPIs, risk reviews and capacity planning, with a focus on improving customer outcomes and operational resilience in a hybrid work setting.

Qualifications

• Extensive Customer Services and Contact Centre leadership experience.
• Proven experience managing outsourced service providers and third-party relationships.
• Strong understanding of SLA, KPI and vendor governance frameworks.
• Experience of risk management, compliance oversight and operational controls.
• Strong change management, stakeholder management and influencing skills.
• Ability to analyse MI and drive performance improvements.
• Excellent communication, leadership and coaching capability.
• Experience operating within regulated financial services environments.

Responsibilities

• Develop and maintain a strategic partnership with Teleperformance and align with customer experience objectives.
• Own governance of outsourced operations including SLAs, KPIs and service reviews.
• Act as primary escalation point and relationship lead for third-party operations.
• Lead customer service transitions and integrations with cross-functional teams.
• Drive service excellence through quality monitoring and first-contact resolution.
• Partner with QA teams to ensure conduct risk and quality standards.
• Lead continuous improvement to enhance customer experience and efficiency.
• Ensure AML, KYC, Data Protection, Consumer Duty and other regulatory requirements.
• Lead risk reviews, identify mitigations and oversee root cause actions.
• Collaborate with Risk and Change teams to manage operational change.
• Develop business continuity and resilience plans for customer service.
• Support capacity planning and offshore operations scalability.

Skills

Customer service leadership

Outsourced vendor governance

SLA/KPI governance

Risk management

Change management

MI analysis

Stakeholder management

Regulatory compliance

Effective communication

Job description

Close Brothers is seeking a Retail Operations Manager to lead Customer Services across Retail, including outsourced partner management and governance. You will drive service excellence, regulatory compliance and continuous improvement while partnering across internal teams.

You will oversee SLAs, KPIs, risk reviews and capacity planning, with a focus on improving customer outcomes and operational resilience in a hybrid work setting.