Customer Operations Senior Manager

Are you a passionate leader with a drive to deliver outstanding customer outcomes Were looking for a Customer Operations Senior Manager to shape and lead our omni-channel call centre on a temporary basis ensuring exceptional service strong performance and regulatory excellence across a complex fast-paced environment.

What youll be doing

• Leading and inspiring a high-performing call centre team delivering first-class service across phone online and paper channels
• Driving operational efficiency cost control and continuous improvement through data-driven decision making
• Ensuring regulatory compliance and risk management while maintaining a strong customer-first mindset
• Championing innovation and change identifying opportunities to enhance processes service delivery and customer experience
• Acting as a subject matter expert particularly in supporting vulnerable customers and improving outcomes through insight and feedback
• Partnering with senior stakeholders to deliver strategic priorities and contribute to business growth

What were looking for

• Proven experience leading large multi-channel call centre.
• Strong understanding of regulatory frameworks and risk management within a financial services or regulated environment
• A track record of delivering operational excellence continuous improvement and cost efficiency
• A collaborative proactive leader who thrives in driving change innovation and performance
• Excellent stakeholder management and communication skills with the ability to manage complex priorities

Why join us

This is an exciting opportunity to make a real impactleading teams shaping strategy and delivering meaningful improvements that enhance both customer experience and business performance.

OneFamily are an award-winning financial services company providing products and services that help modern families thrive.

We believe that finance isnt just personal. Every decision you make affects the people you care about most. Thats why we believe in creating products for modern families: the dual parents the divorced the single parents the live-in grandma and the mate that your kid calls Uncle - whatever family means to you.