Operations Manager


Premium Job From Spring Group Plc

Recruiter

Spring Group Plc

Listed on

27th June 2018

Location

City Of London

Salary/Rate

Negotiable

Salary Notes

Negotiable

Type

Permanent

Start Date

ASAP

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Operations Manager

Permanent - Full Time

City of London

To manage, motivate and develop an Operational team to meet and exceed business objectives and targets. Ensure team deliver an outstanding 'Customer Experience' and meet and exceed customer satisfaction targets, through delivering operational excellence at all Customer touch points, high employee engagement and continuous service improvement is achieved. Must work closely with Partner to assist them in achieving their goals at all times. Over time the role may encompass either technical claims or complaints management.

DELIVERY

*Deliver targeted results from an Operational team, covering People, Customer, Business and Financial metrics

*Ensure risk and compliance measures are adhered to at all times.

*Ensure the continuous identification and implementation of operational best practice through interaction with the wider team.

*Identify further opportunities for services and process improvements and lead the implementation demonstrating achievement of results.

*Analyse data on performance and use to motivate and develop team and identify and remedy operational issues,

*Prepare reports to senior management highlighting opportunities, issues and recommendations

*Manage and develop operational relationships by conducting review meetings and creating strong liaison with the Partner and the wider Service Management Team.

LEADERSHIP

*Lead an Operations team, optimising the development of the team

*Develop a communication and engagement model to ensure team are informed and understand their contribution to the business

*Motivate and effectively performance manage team to ensure delivery of overall targets and business plan.

TECHNICAL CLAIMS

*Support the Technical Claims Manager in ensuring that customer experience and service is delivered consistently across all product types.

*Support the Technical Claims Manager in maintaining Claims Policies and ensuring claims are delivered in line with these policies.

*Ensure risk and controls are managed effectively across all products, control testing is effective and remediation actions implemented to agreed deadlines.

*Manage thematic cases to ensure minimum delays and best possible outcomes.

COMPLAINTS

*Maintain Complaints procedure and ensure adherence in handling complaints.

*Work closely with Partner in resolving post decision enquiries and appeals.

*Liaise with other areas to deliver a fair and independent outcome for the Customer.

*Responsible for the reduction of complaint volumes through issue management and Root Cause Analysis

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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