Operations Manager • Senior

Who you are

You have extensive experience in operations management, particularly in handling customer complaints and driving process improvements. Your leadership skills enable you to manage teams effectively and foster a culture of accountability and excellence. You understand the importance of customer satisfaction and are committed to resolving issues efficiently. You thrive in a fast-paced environment and are adept at making data-driven decisions that enhance operational performance.

You possess strong analytical skills, allowing you to identify trends in complaints and implement strategies to mitigate them. Your communication skills are exceptional, enabling you to liaise effectively with various stakeholders, including senior management and customers. You are passionate about building a customer-centric culture and are always looking for ways to improve processes and enhance the customer experience.

What you'll do

As the Senior Complaints Operations Manager, you will oversee the complaints management process, ensuring that all customer issues are addressed promptly and effectively. You will lead a team of complaints specialists, providing guidance and support to help them resolve issues and improve their performance. Your role will involve analyzing complaint data to identify trends and areas for improvement, and you will work closely with other departments to implement changes that enhance the customer experience.

You will be responsible for developing and maintaining operational policies and procedures related to complaints management. This includes training your team on best practices and ensuring compliance with regulatory requirements. You will also collaborate with the Director of Complaints, Fraud, and Financial Crime to develop strategies that align with the company's mission and goals.

In addition, you will play a key role in reporting on complaints metrics to senior management, providing insights and recommendations based on your analysis. Your leadership will be crucial in fostering a culture of continuous improvement within the complaints team, ensuring that customer feedback is valued and acted upon.

What we offer

At Lendable, we offer a dynamic work environment where you can make a significant impact from day one. You will have the opportunity to work with a talented team and contribute to the growth of one of the UK's leading fintech companies. We provide a supportive workplace culture that values diversity and inclusion, and we are committed to the well-being of our employees. Our office features a fully stocked kitchen and we offer private health insurance to ensure our team members are well taken care of.