Operations Manager (UK Financial Services)

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

Job Description

Operations Manager (UK Financial Services)

The OM will support the overall effective operational delivery of managing complex customer complaints, to meet internal and client-led demands by demonstrating strong leadership, operational and management capability.

Job Responsibilities

People Management

• Managing performance and achievement of Team Leader KPIs
• Articulate with clarity to the Team Leaders the business expectations and support them with the creation and execution of their operational plan
• Ensure daily huddles are prepared and held
• Leave/Absence Management ensuring required resourcing is available as per SLA
• Disciplinary & HR-related matters are attended to in line with company policy and protocols
• Create and drive team motivation
• Reward & Recognition is part of the operational rigor
• Incentive programmes are aspirational, structured, and well communicated to align with operational delivery
• Encourage cross-functional collaboration
• Drive a high-performance environment, ensuring client objectives are consistently achieved
• HW policies, procedures, and protocols are communicated and demonstrated within the operational environment
• Foster the HW culture aligned to a people-centric approach
• Recognize and address potential challenges that may hinder team performance or morale

Team/Leader Development

• Structured and ongoing coaching/mentoring
• New leader transition plans
• Lead bi-monthly call review sessions with documented actions and outcomes
• Conduct monthly 1-1s with Team Leaders to review team performance and personal development
• Identify and address skills/knowledge gaps
• Embed industry best practices and seek continuous service delivery improvement
• Share knowledge based on incidents, findings, or feedback
• Host regular think tank/focus sessions
• Support team professional development (CPD, succession, career pathing)
• Address poor performance through structured development plans in partnership with HR
• Identify and nurture top talent
• Create a repository of useful resources for coaching and skills development
• Provide ongoing formal and informal learning opportunities

Operational Management (BAU)

• Define operational objectives
• Agree and deliver key operational metrics
• Plan and deliver against agreed business targets
• Monitor performance and adapt activities accordingly
• Translate financial objectives into operational activities
• Track performance against forecast and adjust operations in-month
• Communicate departmental information effectively
• Define reporting requirements to optimize performance
• Maintain key business records
• Implement quality control mechanisms
• Manage legislative requirements
• Oversee processes and monitor performance
• Monitor departmental expenses
• Oversee procurement and suppliers
• Suggest areas for review based on management insights
• Raise and address concerns promptly to avoid disruption
• Promote innovation, successes, and learnings
• Support project implementation led by the Project Manager
• Provide insights and collaborate with project teams
• Maintain stakeholder communication and records of progress

Client Relationship Support

• Support the Client Director in maintaining strong client interactions
• Collaborate with clients through WBR, MBR, and QBR
• Manage internal delivery on client requirements
• Escalate risks/issues within Huntwood promptly
• Prepare for client visits and ensure internal teams are aligned
• Maintain healthy client communication and relationships
• Share achievements and challenges proactivelyReport on continuous departmental improvement

Change Management

• Identify departmental change initiatives
• Partner with the business on organizational change
• Drive change initiatives to successful outcomes
• Manage communication plans around departmental changes
• Monitor results and address challenges

Department Reporting

• Collaborate with BI team to build operational reporting and insights
• Analyze existing MI and monitor trends
• Use data insights for decision-making and improvement recommendations