Operations Team Leader - Risk Management and Regulatory

+ 6 month initial contract

+ Long term potential role - opportunity to go permnent

+ 28- 32 per hour

The Role:

We are looking for an experience Operations Team Leader to lead our Risk Management and Regulatory activities, including Quality Assurance and Complaint handling. Reporting to the Head of Centre, you will be an experienced leader with a proven track record in leading teams and a solid background in risk and regulatory activities.

Responsible for the management of ongoing risk and regulatory activities in the form of call listening/call leveling, complaint handling in line with FCA and client policy requirements. An overarching responsibility to identify and understand conduct and operational risks across the operation, and work with key stakeholders to mitigate these risks and demonstrate compliance against client policies.

What we're looking for in a Risk Management and Regulatory Operations Manager:

• Customer oriented first and foremost, someone that is passionate and empathetic and driven to do the right thing for customers.
• A solid understanding of best practices of risk management would be extremely advantageous.
• Operational experience of all aspects of complaint handling in a regulated environment, in particular financial services would be most desirable.
• A proven track record in people development and management.
• Excellent verbal and written communication skills.
• Excellent analytical and problem-solving skills.
• Excellent organizational skills.
• And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations.

Responsibilities of Risk Management and Regulatory Operations Manager:

• Responsible for a team of colleagues performing regulatory activities such as quality assurance, complaint handling and business change. Ensuring assigned business objectives are achieved.
• Reviews and analyzes data such as customer complaints or colleague non-compliance, to identify root cause and make suggestions for corrective and preventative actions.
• Facilitating the assessment of client policies to determine compliance; identify gaps and makes recommendations for path to compliance.
• Oversee account-wide risk management process, collating operational and conduct risks and working with Operations Mgrs to implement mitigating activities.
• Drafts and presents risk reports to internal account leadership and client risk partners.
• Pro-actively build and maintain relationships between teams and departments as well a with client representatives.
• Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

Work Environment

The role is an office based one working on our site at Cobalt Business Park. Induction training is for a period of 3 weeks and is class room based.

We try to have fun, with quizzes, competitions and challenges where we raise funds for our chosen charities/good causes.

Our working hours are between 8am and 10pm, Monday to Sunday - for this role, shifts will primarily be between 08:00 and 18:00 Mon - Fri.