Deputy Operations Manager

We are looking for a Deputy Operations Manager with a passion for leading and motivating a team. You will providing operational support to the client within their complaints department. You will be providing insight on complaint themes and trends and be proactive in your approach to improving the success of the complaints team.  Our client is looking for a Deputy Operations Manager with recent experience of complaints and or remediation projects who has a strong knowledge and experience of the financial ombudsman service (FOS) and their processes.  What you’ll be doing as Deputy Operations Manager: Undertake performance management for the department and provide regular feedback to the client. Review and take ownership for work allocation and ensure the team are meeting SLA’s. Work with the SMEs to review team quality and productivity and report to client on a regular basis to ensure SLAs are met. Provide MI reports on weekly/monthly basis to support progress. Support and be the main conduit for the case handling team and provide guidance and supervision to cultivate continuous improvement. Take evidence based feedback from the team to help review process improvements. Review potential complaint trends across complaint types including FOS related complaints. What we’d like to see from your application: Strong operational background within the Financial Services sectors ideally within a complaints department. Demonstratable knowledge of FOS complaints procedures. Experience managing and connecting with a team to drive success. Reporting and stakeholder management skills. Numerate, analytical with excellent IT systems orientation including knowledge of Word and Excel. Excellent communication skills, to include fluent English both written and verbal. Core Hours: 37.5 hr week Monday to Friday, 9am to 5:30pm.  Location: This is a hybrid role based at our client’s offices in Bracknell so you will be required to spend 50% of your time on site and the other 50% can be worked remotely.  Training: Will be provided for the first couple of weeks to settle into the systems and get orientated with the team and company.  To apply for this role as Deputy Operations Manager, please click apply online and upload an updated copy of your CV.  Please note any offer is subject to satisfactory pre-employment screening checks. These consist of employment, activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks. We are committed to equality of opportunity for all hires and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. To help you stay safe in your job search we will never ask for your bank details at the application stage.  Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to