Customer Resolution Operations Manager

We’re on the lookout for a Customer Resolution Operations Manager to join our Customer Resolution Team. This varied role is responsible for overseeing the day-to-day complaints operation, supporting and leading the Customer Resolution teams and ensuring the delivery of a consistent, resilient process ensuring the delivery of great client outcomes.

You’ll work with the Head of Customer Resolution to align the function to the strategic direction of the business. This will play a key part in this role as we continue our business transformation. You’ll benefit from having deep industry knowledge to understand and advance complex situations, helping manage teams through change and transformation and you’ll have a passion for doing the right thing for our customers.

This is an exciting and varied role with big scope to deliver key value to the organisation and our customers. Here are some of the activities you’ll get involved with as our Client Resolution Operations Manager:

• Leading the Customer Resolution teams and supporting staff management
• Overseeing the handling of our customer complaints, ensuring all duties are carried out within the regulatory framework and internal best practice and that great client outcomes are at the heart of everything we do.
• Coaching, leading and developing a high performing team of People Leaders who are culturally aligned to our business
• Responsible for initiating change, proactively collaborating across the business to drive improvements identified through Root Cause Analysis (RCA)
• Operational and capacity planning, ensuring delivery with target service levels
• Consolidated measurement of process, performance and effectiveness of the Customer Resolution process
• Identify and manage operational risks and issues
• Review and improve existing process design to enhance the customer journey
• Support and management of budgets and spend for the business area
• Responsible for maintaining up to date knowledge of industry complaints management best practice and relaying back to the business

A bit about you

Your friends might describe you as the ‘inspiring’ one. You love taking on the role of a leader and can easily use your relationship building skills to positively influence others and create an environment where support, collaboration and teamwork are the norm.

You’ll enjoy looking at things through the ‘big picture’ lens and take great pride in delivering projects from start to finish. You believe there is always room for improvement and strive to identify the most efficient and streamlined way to getting stuff done.

At Nucleus, we’ve always placed high value in cultural contribution and growing our diversity of thought, over technical capability. But it would great if you had some of the following:

• Conflict Resolution Expertise: Handle escalated complaints and difficult situations with professionalism and tact.
• Strong Communication Skills: Ability to clearly articulate issues and solutions with both clients and internal teams.
• Customer-Centric Mindset: Prioritise client satisfaction and work towards resolution in a timely manner.
• Process Improvement Focus: Continuously seek ways to enhance the complaints handling process to reduce future complaints.
• Leadership of internal change programmes: skilled at breaking down problems and defining actions, with a solutions-focussed approach
• Skilled at analysing data and trends to provide insight and drive improvements
• Highly experienced in process and knowledge of managing technical cases and sign-off approvals
• The ability to communicate at all levels of the organisation and translating the technically complex to simple and easily understood
• A strong team player who is approachable, helpful and willing to go the extra mile – collaboration is your go-to
• Ability to prioritise and remain agile with conflicting work demands
• Experience in financial services, with full understanding of interactions and interdependencies across all functional groups and stakeholders
• Demonstrating our Nucleus values and culture and influencing this throughout the team.