A leading market leader in providing an industry based credit card and other financial services to professional tradesman.
This is a new role for an Operations Manager. Offering up to £60,000 Bonus and other benefits including free parking based in Milton Keynes. You will have 3-4 directs reports.
· Ensuring adherence to and updating of the Card Centre’s procedures and conformity with FSA requirements.
· Overseeing and performance managing the Inbound Customer Service team, based on SLA’s and efficiencies
· Succinct KPI based reporting to the COO
· Regulatory responsibility for complaints, Financial Ombudsman and OFT compliance of Card Centre actions
· Co-ordination with Collections Manager on staffing management which may involve temporary secondments
· Overseeing front end and ongoing underwriting decision making ensuring compliance with procedures, monitoring commerciality of underwriting decisions and having a second tier authority for decisions
· Overseeing Fraud Monitoring and management
MAIN PURPOSE OF JOB
Oversee all Card Centre operations on a day to day basis, working with team leaders to implement business requirements to deliver set objectives and SLA’’s. Implement FSA registration within the Card Centre and actively monitor to ensure compliance.
POSITION WITHIN ORGANISATION
• Responsible to Chief Operating Officer
• On a day-to-day basis required to liaise other managers, supervisors and key contacts from contractors and partner organisations
ROLE OF DEPARTMENT WITHIN ORGANISATION:
The Card Center department is responsible for:
• Ensuring adherence to and updating of of the Card Centre’s procedures and conformity with FSA requirements.
• Overseeing and performance managing the Inbound Customer Service team, based on SLA’s and efficiencies
• Ensuring optimal shft management based on the Centre’s needs
•• Regulatroy responsibility for complaints,. Financial Ombudsman and OFT compliance of Card Cenre actions
• Co-ordinations with Collections Manager on staffing management which may involve temporary secondments
• Ensuring procedural compliance for account openingt and administration, for our client, Store Cards and Fuel Cards
• Overseeing front end and ongoing underwriting decision making ensuring compliance with procedures, monitoring commerciality of underwriting decisions and having a second tier authority for decisions
SCOPE OF JOB
• Deliver business objectives and SLA’s
• Manage and Implement FSA registration for the Card Center
• Oversee all sections in the Card Centre, managing staffing, shifts and rotas.
• Oversee the training requirements, ensuring that required skills are delivered to the correct operatives
• Ensure underwriting procedures are followed, reviewed and tested.
• Provide detailed reporting from Card Centre to the rest of the business on a timely basis
• Manage the implementation of the new telephony and scanning systems
• Act as an additional level of authority (Credit Limit Increases, Fuel Card Reviews etc), deputising for COO when required
• To perform regular performance reviews for all Card Center staff, and implement continual improvement
EXPERIENCE
• Experience in Financial Instutions commensurate with position
• Experience of managing in an FSA regulated environment with experience of implementation FSA and managing compliance desired
• Track record of managing a diverse team
• Experience of Call Center M
