Assistant Operations Manager - BFSI Complaints

Teleperformance•Concordia, KS

About The Position

Join us as a Complaints & Operations Function Leader If you have good team leadership skills, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders You’ll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes You'll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people You will drive excellent quality ensuring good customer outcomes If you have a proven track of successfully managing end to end customer complaints. This role is your opportunity to deliver high-quality and regulatory compliant resolutions while driving continuous improvement in our processes What you'll do As a Complaints & Operations Function Leader, you’ll be leading your team to success with strong people and resource management. You will ensure all complaint handling processes adhere to FCA regulations. You’ll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We’ll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes.

Requirements

Good people management skills, with the ability to successful engage and motivate teams to success.
Understanding of people processes and policies.
Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling is essential
Previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking.
Minimum 3 years’ experience of complaint handling within a Financial Services organisation, and minimum 2 year in management role.
End to End Complaint handling experience
Identifying RCA complaints types and actioning possible solutions to reduce said complaints
An understanding of our products, processes and relevant banking systems
A background of working with risk and compliance

Responsibilities

Deliver successful and appropriate customer and business outcomes by leading the function to achieve KPIs and SLAs, optimising capacity, managing risk and ensuring compliance to all policies and procedures, developing and delivering continuous improvement and driving the strategic direction of the function.
Deliver the best use of resources, reducing costs and increasing productivity while reducing operational losses and operational errors
Contribute to the definition of performance indicators, measurement, and reporting of critical MI to enable the right decision making
Maintain effective relationships with internal and external stakeholders, and engage and influence stakeholders for changes leading to efficiency gains, keeping them informed of any changes within the process
Create a culture of continuous improvement, increasing efficiency and productivity through great people leadership, coaching, engagement, and development of skills
Ensure your Operation delivers an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team
Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function
Helping to define performance indicators, measurements, and the reporting of critical MI to enable the right decision making
Maintaining an effective training and accreditation plan
Reviewing KPIs and taking actions to make sure that the unit maintains healthy matrices
Achieving financial targets and efficiency gains through process improvement initiatives