About us.
We are
The Very Group
and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on
Very.co.uk
to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and well-being. About the role.
As the Customer Excellence Operations Manager, you will play a pivotal role in ensuring our commitment to customer excellence and regulatory compliance. You will lead the Financial Ombudsman Service team, manage key relationships, and drive change initiatives within the Customer Excellence department. Your expertise will ensure that all KPIs are met, and that our operations align with both internal and external standards. Key Responsibilities: Lead and manage the Financial Ombudsman Service team to ensure efficient handling of cases and queries. Maintain and strengthen the relationship with the Financial Ombudsman Service, acting as the primary point of contact. Oversee change delivery initiatives within the Customer Excellence department, ensuring projects are delivered on time and within scope. Collaborate with cross-functional teams to implement process improvements and enhance customer experience. Engage with internal and external audit processes, ensuring all findings are addressed and compliance is maintained. Develop and maintain robust governance frameworks to support departmental objectives. Ensure all activities are conducted in line with regulatory requirements and company policies. Build and maintain strong relationships with internal and external stakeholders to facilitate effective communication and collaboration. About you.
Proven experience in managing financial services teams and delivering change initiatives. Strong understanding of regulatory requirements and governance frameworks. Excellent communication and relationship management skills. Ability to lead and motivate a team to achieve high performance. Strong analytical and problem-solving abilities. How to apply Please note that the talent acquisition team are managing this vacancy directly. If successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role, a DBS (criminal records) check. Should your application progress, we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. What happens next? Our talent acquisition team will be in touch if you’re successful, so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely. You can expect a two-stage interview process for this position: 1st stage
- An informal 30-45 minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have. 2nd Stage
- A one-hour formal task-based interview where you can expect both competency and technical questions. As an inclusive employer, please do let us know if you require any reasonable adjustments. Equal opportunities We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#J-18808-Ljbffr
We are
The Very Group
and we’re here to help families get more out of life. We know that our customers work hard for their families and have a lot to balance in their busy lives. That’s why we combine amazing brands and products with flexible payment options on
Very.co.uk
to help them say yes to the things they love. We’re just as passionate about helping our people get more out of life too; building careers with real growth, a sense of purpose, belonging and well-being. About the role.
As the Customer Excellence Operations Manager, you will play a pivotal role in ensuring our commitment to customer excellence and regulatory compliance. You will lead the Financial Ombudsman Service team, manage key relationships, and drive change initiatives within the Customer Excellence department. Your expertise will ensure that all KPIs are met, and that our operations align with both internal and external standards. Key Responsibilities: Lead and manage the Financial Ombudsman Service team to ensure efficient handling of cases and queries. Maintain and strengthen the relationship with the Financial Ombudsman Service, acting as the primary point of contact. Oversee change delivery initiatives within the Customer Excellence department, ensuring projects are delivered on time and within scope. Collaborate with cross-functional teams to implement process improvements and enhance customer experience. Engage with internal and external audit processes, ensuring all findings are addressed and compliance is maintained. Develop and maintain robust governance frameworks to support departmental objectives. Ensure all activities are conducted in line with regulatory requirements and company policies. Build and maintain strong relationships with internal and external stakeholders to facilitate effective communication and collaboration. About you.
Proven experience in managing financial services teams and delivering change initiatives. Strong understanding of regulatory requirements and governance frameworks. Excellent communication and relationship management skills. Ability to lead and motivate a team to achieve high performance. Strong analytical and problem-solving abilities. How to apply Please note that the talent acquisition team are managing this vacancy directly. If successful in securing this role, you will be required to undertake a credit, CIFAS, Right to Work checks and if a specific requirement of your role, a DBS (criminal records) check. Should your application progress, we require you to let the team know if there is anything you need to disclose in relation to any of these checks prior to them being undertaken, including any unspent criminal convictions. What happens next? Our talent acquisition team will be in touch if you’re successful, so keep an eye on your emails! We’ll arrange a short call to learn more about you, as well as answer any questions you have. If it feels like we’re a good match, we’ll share your CV with the hiring manager to review. Our interview process is tailored to each role and can be in-person or held remotely. You can expect a two-stage interview process for this position: 1st stage
- An informal 30-45 minute video call with the hiring team to discuss your skills and relevant experience. This is a great opportunity to find out more about the role and to ask any questions you may have. 2nd Stage
- A one-hour formal task-based interview where you can expect both competency and technical questions. As an inclusive employer, please do let us know if you require any reasonable adjustments. Equal opportunities We’re an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
#J-18808-Ljbffr
