Operational Excellence Manager Complaints Assurance - Associate

Are you driven by a passion for improvement change and leading a team to optimise the business especially in handling customer complaints If so this could be the role for you.

Introduction:

The role of Operational Excellence Manager is both challenging and exciting ensuring that the business function performs optimally and that change is effectively embedded. This position has a specific focus on complaints assurance ensuring that customer feedback is systematically addressed and utilised to drive continuous improvement.

You will lead a team of analysts and be tasked with identifying opportunities to optimise change and performance by fostering a test measure learn culture particularly in the area of complaints management.

Job Summary:

As an Operational Excellence Manager with a focus on complaints assurance you will provide insight and analysis across our operation. You will leverage performance data customer feedback and collaborate with operational leaders to understand and address any challenges or obstacles that may impact either our customers or our teams. You will demonstrate an ability to think both strategically and tactically adapting to your audience collaborating with colleagues at all levels in the business and being the voice of the operation when it comes to change delivery.

Through your team you will build business cases and lead a test measure learn culture throughout the function developing ideas running pilots and delivering campaigns for the wider business. You should be curious and have a drive to make things better particularly in enhancing the customer experience through effective complaints management.

Job Responsibilities:

• Develop and implement initiatives focusing on both operational and customer journey optimisation with a strong emphasis on improving complaints handling processes in line with Head of and Divisional Lead accountabilities (e.g. Everyday Banking / Banking Operations and Fraud Operations).
• Deliver business case evidence for initiatives and connect smaller tasks/problem resolution to overall objectives and resolutions with a focus on reducing complaint volumes and improving resolution times.
• Collaborate with stakeholders across the functions and wider business to ensure that the change roadmap can be successfully received by the operational teams enabling leaders to focus on their people and customer satisfaction.
• Work in partnership with 1st and 2nd line of defence teams ensuring all initiatives and plans related to complaints management are agreed upon and signed off.
• Own performance insight identifying and highlighting wider business opportunities that deliver tangible performance impact on key operational KPIs including customer satisfaction and complaint resolution metrics.
• Based on performance insight deliver a change and improvement programme that will be a mix of People Process and Platform Improvements delivering operational excellence efficiency and improved experiences for specialists and customers.
• Build out Monthly Business Review insight packs in line with Functional key messages for senior audiences with a focus on complaints trends and resolutions.
• Lead a team of Ops Excellence Analysts delivering a programme of initiatives across customer operations while coaching and developing the capability of the team particularly in complaints management.
• Display effective decisionmaking across the various product cabinets and forums that shape change and improvement across the various workstreams within customer operations and product delivery with a focus on enhancing the complaints process.

Required Qualifications Capabilities and Skills

• Banking/Financial Services experience within a contact centre environment with a focus on complaints management.
• Leadership experience including coaching and developing a team in complaints handling.
• Understanding of contact centre operations including contact channel development with a focus on reducing complaint volumes.
• Experience in change management including running a backlog of team activities and prioritising activity for that period based on business benefit particularly in complaints resolution.
• Experience in reporting analysis and insight of data trends with a focus on complaints data.
• Experience in translating data analysis into valuable operational insight particularly in complaints management.
• Experience in turning operational insight into robust process improvement programmes with a focus on complaints handling.
• Ability to feedback and influence business and senior stakeholders particularly in the area of complaints management.

Preferred Qualifications Capabilities and Skills

• Understanding of processes for the key functional area you will be part of with a focus on complaints assurance.
• Familiarity with JIRA as a tool for project management particularly in tracking complaintsrelated projects.
• Awareness and understanding of the model office approach to piloting new initiatives especially in complaints management.

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