Operations Manager
Location
Birmingham Hybrid
Department
Other
Salary
Negotiable
Type
Full-Time Permanent
Posted: 19 Sep 2024
Ends: 16 Oct 2024
Role
Birmingham Bank has created the role of Operations Manager to manage the delivery of the day to day service within our ‘live’ operations teams, including Buy to Let Mortgage Operations, Savings Operations and our Payments & Completions Operations.
Birmingham Bank has created the role of Operations Manager to manage the delivery of the day to day service within our ‘live’ operations teams, including Buy to Let Mortgage Operations, Savings Operations and our Payments & Completions Operations.
Intra day customer facing activities across lending and deposit services will require focus, agility and a drive to establish a culture of operational excellence with the customer from and centre of everything we do. Building on immature routines and disciplines, safely but at pace will be key to success within this role.
The role is key in building and ensuring a robust operating rhythm in workload planning, operational delivery, quality control, and risk management.
The roleholder will engage closely with colleagues in Products (both Mortgages & Savings), Intermediary Sales, IT, Supplier Management and Risk and act as the customer champion,
The Operations Manager will report directly to the Head of Operations, within the Chief Office function.
Company
Founded in a melting pot of ideas, with the power to make others shine.
Company
Founded in a melting pot of ideas, with the power to make others shine.
At Birmingham Bank we exist to make impossible dreams become possible.
Empowering people’s ambitious journeys. Through work. Through life.
Born over 60 years ago to enable ironmongers to thrive, the Bank prides itself on being a collaborative and diverse workplace where staff are supported to bring their full selves to work. We offer hybrid working options, a modern office space located in the heart of Birmingham and a range of benefits designed to allow you to operate at your best.
Trustworthy, Ambitious and Dedicated are the values we live by and through which we support our customers ambitions.
It’s been said in Birmingham, “they make useful things and make them well.”
At Birmingham Bank we only do useful banking and always do banking well.
Birmingham Bank - Better Banking, Made for You.
Responsibilities
Reporting to the Head of Operations, the successful candidate will be responsible for the ‘Day to Day’ performance and delivery of customer service for both our Mortgage and Savings products for both new and existing customers. Service that would evidence our Bank’s values of clarity, common sense and speed for all customers and brokers.
Responsibilities
Reporting to the Head of Operations, the successful candidate will be responsible for the ‘Day to Day’ performance and delivery of customer service for both our Mortgage and Savings products for both new and existing customers. Service that would evidence our Bank’s values of clarity, common sense and speed for all customers and brokers.
Provide the environment where, in the single largest team in this start up bank, the right supportive, forward thinking and healthy culture can be sustained and evolved in both the short, medium and long term.
Key Tasks
Key Tasks
- Line management of the Bank’s operational teams ensuring competent and confident staff that can deliver to the Bank’s plan in line with its values and purpose
- Workload planning and execution – driving effectiveness and efficiency across lending & savings services, for example but not limited to; application processing, completions, servicing, arrears & collections, maturities/withdrawals and complaints
- Manage & Monitor daily Workflow & Service, providing data driven performance and control reporting into the relevant monthly governance forums
- Customer focus – ensuring great service across operations and championing the customer across IT and change activities
- Member of the Birmingham Bank Operations leadership team – preparing and presenting reports on key performance/risk and efficiency metrics along with recommendations for improvement as appropriate and as required
- Possess the ability to manage contingency processes within impact tolerances in the event of a material operational disruption to the Bank’s supply chain, e.g. through workarounds or alternative means
- Manage local operational Risks & Issues and drive control testing to ensure delivery is in line with risk appetite
Experience
- Operational management of multiple teams, with diverse purpose and goals
- A good level strategic thinking and planning
- Strong interpersonal skills, with communication and influencing at the forefront in order to engage, enthuse and inspire teams
- Strong experience in operational delivery to lending and/or savings customers in a financial services business
- Experience of building and motivating individuals and teams with a focus on diversity & inclusivity
- Worked and managed in a hybrid business model
- Communication & Engagement leadership and direction setting
Qualifications & Personal Characteristics
- High level of drive and energy to move the Operations area forward
- Strong leadership and management skills to get the best out of the team
- A proactive problem solver / ability to develop process improvements for operations and experience in process improvement methodologies
- Role Model behaviours in terms of positive, driven and determined personal style and outlook
- Knowledge of banking products and direct experience of SME/Retail Banking sectors
Benefits
- Pension employer contribution of 8%
- Death in Service 4x salary
- Private Health Care – sole cover
- Holiday 26 days per year + bank holidays
- Gym passes (2 per week)
- Employee Assistance Programme, including up to 6 counselling sessions per year
- Corporate eyecare scheme (eye test voucher and money off prescription glasses if required solely for VDU)
- Bike to work scheme
OPERATIONS MANAGER
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