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    Quality Manager

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    We are currently looking for an experienced Manager to assist the Senior Operations Manager with the remediation of Retail Banking Complaints.

    Your day to day activities will include:

    • Assisting the Senior Operations Manager to manage the end to end process of governance, controls and monitoring

    • Assisting the Senior Operations Manager with the reporting of complaints processed by the operation to the client

    • Providing support to the Senior Operations Manager where required, including during times of absence. This will include Client liaison and reporting

    • Help drive improvement to the complaints processes, and ensuring that adherence and operations targets and SLAs are met

    • To ensure the required standard of quality and regulatory compliance is consistently applied and maintained

    • Performance management of the members of team by monitoring the quality and production MI

    • Supporting forecasting and capacity management activity for operations, encompassing attendance, retention, and roster management

    • To provide insight and input on areas for continuous improvement of the framework and complaint handling in conjunction with the business, client oversight and risk

    • To support a culture of continuous improvement and ensure that complaints are managed with a strong customer focus which achieves the right outcome

    • Influencing peers and managing pro-active change initiatives

    • Ability to manage various levels of stakeholders

    In order to be considered for this role you will have;

    • Proven Operational Management experience within a quality function of banking/financial complaints operations

    • Previous experience of leading and motivating teams to achieve results

    • Proven strengths in leading, coaching and managing

    • Excellent communication and coaching skills (both written and verbal

    • Ability to design, implement and manage robust and measurable feedback mechanisms

    • Evidence in the delivery of service excellence metrics and meet the operations target

    Remuneration: 450.00
    Duration:
    Location: Crawley, West Sussex
    Reference: 175386/001_1530200171
    Type: Temporary
    Sector: Financial Services & Professional Services - Retail Banking
    Discipline: Operations
    Date Added: 28 Jun 2018
    Closing Date: 26 Jul 2018

    To see more details on this assignment or to apply for it please join our community or login. In the first instance please make all applications through the Brightpool website so we can ensure your details are acknowledged and passed to the correct consultant.

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