Operations Manager

Job Description

As an Operations Manager you will lead, coach, motivate and performance manage to deliver outstanding Client Service. By becoming a role model of HLs values to your team you will drive positive change and outcomes whilst keeping our clients at the heartof everything you do. This is a fantastic role for you to bring your people management skills into a FTSE 100 business, where you will have exposure to different projects and the opportunity to use your own experience and knowledge to make a positive impact.What youll be doingYou will ensure consistently good client, business and colleague outcomes through the effective management of the teams resources, processes and risks.Your role will involve delivering the plan for the team, including the management of training, recruitment, process, risks and controls to drive positive outcomes for clients, colleagues and the business.About the role

• Ensures operational delivery targets for the team (SLAs, QA, Complaints, breaches etc) are met through appropriate resource, people and risk management, escalating issues and trends, where appropriate to the Senior Operations Manager.
• Provides leadership and direction to the team and manages performance and conduct.
• Leads an effective risk and control environment to ensure good client outcomes and risk management; own processes and controls, and ensure they are effectively designed and operated and that all members of the team are adhering to them.
• Understands and adheres to relevant regulation and legislation and keep knowledge up to date.
• Takes responsibility for communication in the team and effectively communicates change (what and why) in conjunction with other Operations leaders.
• Works constructively with other leaders in Operations to provide consistently high levels of performance and client satisfaction.
• Supports clear career progression and development opportunities in the team and the wider Operations teams to maximise colleague engagement and retention.

About you

• Leadership experience within operational or client-facing environments
• Proven experience of managing people and teams to drive the right outcomes for clients, colleagues and the business.
• Have high emotional intelligence and an empathetic awareness for you team
• Financial services or IT based industry background would be beneficial to your success in this role. Alternatively working in a leadership role within a regulated industry.
• Sound analytical/problem solving skills, with the ability to identify the root cause and set effective actions to prevent re-occurrence,
• Approachable Leader who can motivate others, empower team appropriately, delegate effectively and escalate issues where appropriate.
• Solution focused mindset - with the ability to use own experience to develop innovative solutions and resolve complex issues
• Regularly looking to continually improve your own, and the wider teams performance, actively promoting change and continuous improvement
• Accomplished in forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with ease
• Ability to work, and be resilient, in a fast paced and changeable environment.

Interview processThis will be a one stage interview process which will entail competency and behavioral based questions and a role play exercise.Working ScheduleWe are based in Bristol, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. For this role we offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.