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Bereavement Services Operations Manager
3 months ago
The Ops Manager is responsible for the safe and efficient delivery of a number of time critical processes through exceptional customer care and end to end case management for our deceased accounts relating to all Banking and Financial Services products This will include supporting the team via people leadership and overseeing the workflow to ensure it is dealt with efficiently and accurately, in accordance with policies and procedures to ensure cost effective and best practice service. The ability of the team to meet internal and external service level agreements and requirements Quality/Speed of work/productivity Understanding of concepts and hence the ability to problem solve Evidence of improved customer experience Evidence of continuous improvement in processes and value-add servicesExperience 10 15 years of banking knowledge | Minimum 5 years of leadership experience People leadership and coaching experience, preferably in an operations environment Workforce Management SkillsUnderstands the criticality of providing cautious assistance
