Operations Manager
The role is working as a PPI Advice Governance and Change Manager managing the oversight of the BAU PPI and/or Advice complaints operations across the UK retail Bank. You will also oversee remediation projects arising from these business areas. You will ensure the governance and change control frameworks are robust and followed. Through your knowledge of Operations, Project Management and using innovative thinking you will oversee the implementation of change. Building strong working relationships with key stakeholders you will drive improvements to enhance the complaint handling process whilst ensuring the correct customer outcome is achieved. You will develop and oversee the production of reports, analysing the contents and presenting conclusions and recommendations for improvements
Main Responsibilities:
Manage oversight of BAU operations and remediation projects to ensure effective governance control is maintained so that process changes are only implemented following appropriate sign off from all affected parties
Manage weekly change control meetings in which all Operational change is governed
Identify areas of improvement to drive operational efficiencies and continuous improvement
Sign off operational changes to ensure maximum efficiency, minimal risk to the business and to ensure the right customer outcome is reached
Manage change by supporting and informing key stakeholders throughout period of transition
Provide representation at relevant complaint meetings, presenting system and process solutions and changes for senior management sign off
Ensure implementation of process improvements is delivered within timelines and budget
Highlight for the attention of Senior management, risks and concerns arising through the day to day management of the PPI Advice Complaints teams
Identify key compliance/regulatory risks and complaint trends.
Monitor costs incurred against budgets and provide challenge where appropriate
Maintain up-to-date knowledge and understanding of the FCA, DISP and industry awareness
Develop and produce Product Solutions reporting (Powerpoint) for all key operational areas within scope of responsibility. This will include the delivery of reports and updates to key internal forums i.e. ICC, ERC and Exco, together with external reporting to FCA and BBA
Collate and analyse relevant management information to assist decision making
Understand when an identified issue needs to be escalated for immediate action i.e. change to process, controls, or to consider a proactive review
Evidence and monitor ongoing actions through action trackers, escalating where necessary.
Provide support and coaching to the Operational areas embedding change ensuring full understanding
Oversee regulatory reporting i.e. monthly and 6 monthly FCA returns for PPI and Advice
Experience Required:
Must have a background in PPI Operations and Advice industry knowledge
Sound financial services / business knowledge developed over a number of years working in within the Financial Services
Extensive technical/operational experience combined with thorough understanding of overall business strategy and priorities
Sound knowledge of the FCA rule book and associated regulatory codes
Excellent analytical, interpretation, influencing and communication skills
Ability to evaluate complex issues using sound judgement in determining appropriate actions/solutions
Previous experience in complaint handling operations project management
Well-developed analytical, investigation, report writing and presentation skills
Proven communication and negotiating skills with ability to influence at all levels.
Proactive, communicative, pragmatic and methodical approach, taking ownership for issues
Regulatory accreditation preferred
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