Locations: Stoke Poges, United Kingdom

Job Family: Customer Services

Siemens Financial Services is currently recruiting for an Operations Manager on a 12-month fixed term contract, based in Stoke Poges.

The Operations Manager is a critical role in the day to day management of the Operations team. As deputy to the Head of Operations, the role is responsible for managing team leaders to ensure the smooth delivery of our services to partners and customers. Working closely with the head of department, the Operations manager fulfills a key role in developing and implementing the Operational strategy for SFS UK.

Key Accountabilities:

  • Responsible for the direct management of Operations teams
  • To work closely with other departments to ensure the highest standards are maintained across all operational processes
  • To work across all functions to investigate and resolve customers disputes, applying a commercial view to find the most appropriate solution
  • To provide leadership in the delivery of operational excellence in the Operations team, reporting on progress on a regular basis with action plans to address negative variances
  • Work with team leaders to ensure all operational KPI are achieved
  • In conjunction with the head of department, to develop and maintain the resourcing strategy for the department as whole to meet OPEX targets
  • Responsible for liaising with internal HR teams and managing the recruitment process for operational teams
  • To play an active role in the wider operations management team and to work across functions to continually improve our policies and processes
  • To develop the roles and people within the operations structure allowing mobility of resource within the function to enable seamless delivery of our services at all times
  • Responsible for ensuring all compliance guidelines, both internal and external are met and can be evidenced
  • To work with the UK Leadership team to deliver the operational targets for the wider UK business
  • Provide data and commentary on Operational KPI’s to the Head of Operations in a timely manner to support the monthly operational reviews
  • Building strong internal relationships with the following departments: Operations, Sales (Internal & External), Asset Management, Collections, Legal

Skills and Experience required:

  • Experience of running a customer service operation in a high value environment, with a proven track record of quality control and improvement, and delivering KPIs
  • Excellent communication skills in managing customers and partners, creates opportunities to exceed expectations, deepens rapport by maintaining close business relationships
  • Experienced leader with proven ability to motivate a team
  • Ability to effectively communicate with and influence colleagues, partners and customers
  • Effective decision maker

Siemens recognise that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants to encourage agile working and innovation.


Job ID: 70179
Organisation: Financial Services
Experience Level: not defined
Job Type: Full-time