Head of Operations Support/Customer Excellence

We have an excellent opportunity with this financial services organisation based in the City for an experienced Operations professional with a demonstrable track record of achieving excellent customer service and continuous improvement within a complex environment.

Your knowledge of designing and delivering the transformation of the customer journey will enable you to deliver deep insights, business intelligence and present compelling commentary. You will be accountable for managing the Complaints handling teams and appeals as well as the first line of defence risks across a variety of teams. 

To be successful you will be a strong leader with a high level of analytical expertise and have experience of managing teams where complex data sets require dissection to help deliver desired Customer outcomes. An understanding of risk based decision making and delivering successful outcomes from Root Cause Analysis is key. A desire to work in a fast paced environment and working to tight deadlines is essential as is strong relationship and stakeholder management skills with all levels of the organisation and externally.

This role is part of the wider Senior Management team so there will be a requirement to contribute to the strategic decision making and leadership of the organisation.