Customer Operations Manager

Job Description

Customer Service Operations Manager – 18 Month Fixed term contract

Start date – ASAP
Location – Edinburgh City Centre
Salary – 45,000 – 50,000 DOE with fantastic benefits
Working Hours – Monday to Friday – 35 hours per week
Start date – ASAP

Our client based in the City Centre of Edinburgh who are one of the UK’s leading and largest wealth management firms in the UK are looking for a Customer Service Operations Manager to oversea there digital channels customer Service team on an 18 month fixed term contract.

You will manage, coach and monitor all performances of the Digital Channels Team to contribute to a high performing business unit. You will work collaboratively with the Team Leaders and Digital Channels Operations Senior Manager to achieve growth and revenue targets across the business unit.

Key Responsibilities:

We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from a simple execution only online service to bespoke discretionary investment management including retirement planning.

Manage workload and workflow between all teams.
Create timely, relevant, and meaningful MI for the business unit including, but not limited to, MI for the Portfolio Service.
Manage and maintain Digital Channels operations processes, ensure they are being consistently followed and always look for improvement.
Maintain guides, process flows, training videos and templates for use throughout the team on various systems and processes.
Maintain a close working relationship with Vendors and influence enhancement and improvement within our use of the systems.
Set a clear direction and purpose for the team and ensure they have regular meaningful Performance Reviews, supported by the correct documentation.
Support in the development of your team, both individually and collectively, through development conversations, coaching and feedback.

Skills/Experience:

Strong Background in Customer Service management background ideally from Financial Services Background
Good analytical skills and excellent numeracy abilities.
Competent in using Microsoft office.
Experience in a business role with comparable responsibilities within financial services.
Ability to manage, motivate, and develop a team.
Strong communication skills with a strong client-focused mindset and a passion for delivering a good customer experience

If this sounds like you, then let it be you and apply.

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