Our client is seeking a Customer Operations Manager to oversee the daily operations of their Customer Service team, focusing predominantly on Savings customers with occasional support for Mortgage customers. This full-time, permanent role, based in Guernsey, requires a skilled leader who can drive process improvements, maintain compliance with regulatory standards, and deliver exceptional customer experiences. The role offers an opportunity to shape service delivery and foster a high-performing, customer-focused team. Click here to read more
Job Duties:
- Manage end-to-end customer operations, ensuring prompt resolution of customer inquiries and issues.
- Collaborate with compliance, risk, IT, and other teams to streamline processes and enhance service efficiency.
- Ensure customer operations align with local regulatory requirements and internal policies.
- Work with the Customer Experience Team to implement strategies that improve customer satisfaction based on feedback and data.
- Develop and monitor SLAs and KPIs to optimise performance and service delivery.
- Proactively handle escalated complaints and dissatisfaction, ensuring suitable resolutions are delivered.
- Lead, mentor, and coach a results-driven customer services team.
- Promote a culture of continuous improvement, collaboration, and accountability aligned with organisational values.
- Train the team on policies, procedures, and key customer service topics, including handling difficult conversations.
- Identify opportunities for operational efficiency and process automation.
- Implement innovative tools and methodologies to enhance service delivery.
- Ensure seamless integration of new banking system developments in collaboration with IT teams.
- Maintain adherence to local and international banking regulations and robust risk management frameworks.
- Conduct and support regular quality assurance reviews to ensure compliance and efficiency.
- Train the team to confidently sell Savings products and provide a general overview of Mortgage products.
- Enhance the Salesforce lead and opportunity system, ensuring prospective clients are contacted and supported.
- Align the customer sales experience with regulatory standards, fairness principles, and organisational values.
- Analyse and report operational metrics, providing insights to senior management.
- Utilise data analytics to identify trends, optimise customer journeys, and improve decision-making.
- Prepare detailed operational reports for internal and external stakeholders as required.
Job Requirements:
- Minimum of 5 years’ experience in a Customer Services role.
- GCSEs, A Levels, or equivalent professional qualifications.
- Strong knowledge of the Guernsey finance sector, particularly Banking services.
- Familiarity with the GFSC handbook and relevant areas such as complaints handling.
- Proven ability to build and maintain effective working relationships across teams.
- Excellent interpersonal and communication skills.
- Strong problem-solving and critical-thinking abilities.
- Demonstrated leadership experience with a track record of team success.
What You’ll Love:
This role offers the opportunity to work with a forward-thinking organisation dedicated to delivering exceptional customer experiences. You’ll lead a dynamic team, shape operational processes, and contribute to the company’s mission of excellence in Banking services. With a focus on innovation and continuous improvement, this is a chance to make a significant impact in the financial services sector.
Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here
