Operations Manager New

Operations Manager – Financial Services

Type: Full-time, on-site

Overview

A well-established and growing financial services organisation is seeking an experienced Operations Manager to lead its customer service operations and support the efficient day-to-day running of offices nationwide.

This is a senior leadership role within a regulated environment, with responsibility for driving service excellence, ensuring regulatory compliance, and embedding a strong customer-focused, continuous-improvement culture across the business.

Key Responsibilities

• Lead, motivate, and develop a high-performing Customer Service team.
• Manage workloads, case volumes, resourcing, and scheduling to meet agreed SLAs and KPIs.
• Act as the senior escalation point for complex client, intermediary, or complaint matters.
• Ensure accurate, consistent, and compliant information is provided to clients and advisers.
• Oversee monthly quality assurance reviews of customer interactions and case files.
• Set clear performance expectations and drive high customer service standards.
• Support recruitment, onboarding, training, and ongoing development of team members.

• Monitor, analyse, and report on operational performance, trends, and risks.
• Conduct regular performance reviews and identify training and development needs.
• Drive process improvements and operational efficiencies across teams.
• Support the implementation of new systems, tools, and workflows.
• Oversee and maintain the ISO 9001 Quality Management System.
• Contribute to policy and process development initiatives.
• Manage resource allocation to ensure optimal distribution in line with budgets.
• Facilitate and, where appropriate, lead change management initiatives, fostering strong team engagement.
• Ensure high standards in CRM usage, including team training and ongoing monitoring.

• Manage day-to-day office operations across multiple nationwide locations.
• Coordinate site visits, maintenance, workspace setup, furniture, and IT requirements.
• Manage relationships with third-party service providers related to operational delivery.

• Work closely with senior leadership on operational risks, service trends, and staffing requirements.
• Collaborate with internal teams including Finance, HR, Compliance, Marketing, Data & MI, and Mortgage/Advisory functions.
• Support business-critical initiatives and ad hoc operational projects.
• Build and maintain effective relationships with external stakeholders, including regulators and auditors.

• QFA qualified.
• Minimum of 5 years’ experience in financial services or a similarly regulated environment.
• Strong understanding of financial products, compliance frameworks, and regulatory requirements (including AML and CPC).
• Proven experience in operations management and people leadership.
• Strong customer service operations background.
• Excellent organisational, analytical, and communication skills with high attention to detail.
• Full driving licence and access to a car.
• Willingness to travel to nationwide offices on a monthly basis.

• Full-time, office-based role (Monday to Friday, 9:15am–5:15pm).
• Competitive salary, commensurate with experience and qualifications.
• Attractive benefits package, including:
• Pension scheme
• Death in service cover
• Annual leave entitlement
• Ongoing Continuous Professional Development (CPD)
• Collaborative, team-oriented culture with genuine opportunities for career progression.

Contact

Reach out to [email protected] in confidence for more information on this role.