Operations Manager, Financial Services (UK) – Impact & Delivery

CXP are now part of the Huntswood Group; Cape Town; On-site; ZAR 1,191,000 - 1,624,000; Full time

Job summary

Huntswood Group is recruiting an Operations Manager (UK Financial Services) to lead the delivery of complex customer complaints operations. You will drive team performance, coaching, and change initiatives while ensuring adherence to SLAs and quality standards.

You will collaborate with clients and internal teams to maintain strong relationships, oversee business targets, and enable continuous service delivery improvements in a fast-paced environment.

Responsibilities

• Manage performance and achievement of Team Leader KPIs.
• Articulate business expectations to Team Leaders and support operational plans.
• Ensure daily huddles are prepared and held.
• Oversee Leave/Absence management to ensure adequate resourcing per SLA.
• Handle disciplinary & HR matters per policy and protocols.
• Create and drive team motivation; recognize incentives aligned to delivery.
• Foster cross-functional collaboration to meet client objectives.
• Drive a high-performance environment to achieve client goals.
• Communicate HW policies and protocols within the team environment.
• Support project implementation led by the Project Manager.
• Maintain stakeholder communication and records of progress.

Job description

Huntswood Group is recruiting an Operations Manager (UK Financial Services) to lead the delivery of complex customer complaints operations. You will drive team performance, coaching, and change initiatives while ensuring adherence to SLAs and quality standards.

You will collaborate with clients and internal teams to maintain strong relationships, oversee business targets, and enable continuous service delivery improvements in a fast-paced environment.