Operations Manager

Operations Manager

Glasgow - Hybrid

The Operations Manager will be responsible for driving effective operational delivery across complex customer complaint and remediation activity, ensuring alignment to both internal objectives and UK client requirements. The role requires strong leadership, operational oversight, and experience within financial services, particularly across complaints handling, remediation programmes, or customer-facing sales environment.

• ent Manage and drive performance against Team Leader KPIs and service delivery targ
• ets Clearly articulate business objectives and support Team Leaders in developing and executing operational pl
• ans Ensure effective daily briefings (‘huddles’) are conduc
• ted Manage leave and absence to maintain service levels in line with agreed S
• LAsHandle disciplinary and HR matters in accordance with UK employment legislation and company pol
• icy Foster a high-performance, inclusive culture with strong employee engagement and motivat
• ion Embed reward and recognition practices as part of operational cade
• nce Design and oversee structured incentive schemes aligned to business outco
• mes Promote cross-functional collaboration and teamw
• ork Ensure policies, procedures, and compliance requirements are consistently adhered
• to Identify and resolve performance or morale challenges proactiv

• ment Deliver structured coaching and mentoring for Team Lea
• ders Support leadership transition and onboarding p
• lans
  
  Lead regular call listening and quality review sessions with clear actions and outc
• omes Conduct monthly 1:1s focusing on performance, development, and career progres
• sion Identify and close capability gaps through targeted development p
• lans Promote industry best practice in complaints handling, sales compliance, and remedia
• tion Facilitate knowledge sharing based on insights, audit findings, or customer outc
• omes
  
  Run regular improvement workshops and “think tank” sess
• ions Support professional development, CPD, and succession plan
• ning Manage underperformance through structured improvement plans in partnership wit
• h HR Identify and develop high-potential ta

• (BAU)
  Define and deliver against operational objectives and
• KPIsManage delivery of complaints, remediation, or sales support activity in line with regulatory expectations (e.g. FCA guidel
• ines)
  Translate financial and client objectives into operational delivery
• plans
  
  Monitor performance against forecast and adjust resources accord
• ingly
  
  Drive efficiency, quality, and customer outcomes across opera
• tions
  
  Ensure accurate reporting and effective MI (Management Information) frame
• works
  
  Maintain robust record-keeping in line with regulatory and audit require
• ments
  
  Implement and oversee quality assurance proc
• esses
  
  Manage departmental budgets, supplier relationships, and resource alloc
• ation
  
  Identify operational risks and escalation appropri
• ately
  
  Drive continuous improvement and innovation within service del
• ivery
  
  Support delivery of change and transformation initia

• gement
  
  Support Client Directors in maintaining strong client relatio
• ships
  
  Participate in WBRs, MBRs, and QBRs with UK-based c
• lients
  
  Ensure internal teams meet client expectations and contractual delive
• rables
  
  Identify and elevate risks, issues, or service impacts pr
• omptly
  
  Prepare for client engagements and ensure operational rea
• diness
  
  Maintain transparent and proactive communication on performance, risks, and improv
• ements
  
  Provide insights and reporting on service delivery and continuous impro

• rmation
  
  Identify and implement operational change init
• iatives
  
  Support wider business transformation pro
• grammes
  
  Lead and embed change within operationa
• l teams
  
  Manage communication and engagement around change a
• ctivity
  
  Track outcomes and ensure successful a

• Insights Work with BI teams to develop meaningful operational r
• eporting
  
  Analyse MI to identify trends, risks, and oppor
• tunities
  
  Use data-driven insights to inform decision-making and improve per
• formance
  
  Drive continuous improvement through analytics and r

• uirements
  
  Minimum: GCSEs (or equivalent)
• required
  
  Relevant…