OVERALL SUMMARY
At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.
The Retail Operations Manager is responsible for leading Customer Services operations across Retail, delivering exceptional customer and intermediary experiences through internal teams and outsourced partners. The role provides operational and strategic leadership for the third-party service provider, ensuring service excellence, regulatory compliance, operational resilience, continuous improvement and alignment to business objectives.
RESPONSIBILITIES
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Develop and maintain a strategic partnership with Teleperformance, ensuring alignment with business values, customer experience objectives and operational priorities.
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Own governance of outsourced operations including contractual obligations, SLAs, KPIs, service reviews and performance accountability.
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Act as primary escalation point and relationship lead for third-party operations.
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Lead customer service operational transitions and integrations, working cross-functionally to ensure seamless implementation.
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Champion service excellence through monitoring call, email and iMail quality, customer outcomes, broker feedback and first-contact resolution performance.
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Partner with internal and external Quality Assurance teams to ensure conduct risk and quality standards are achieved.
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Drive continuous improvement initiatives that enhance customer experience, operational efficiency and cost effectiveness.
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Ensure adherence to AML, KYC, Data Protection, Consumer Duty, Vulnerable Customer and other regulatory requirements.
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Lead completion of RCSAs and risk reviews, ensuring risks are identified, assessed and mitigated.
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Partner with Risk and Change teams to manage operational change through robust governance and communication.
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Ensure Root Cause Analyses are completed following service incidents and corrective actions tracked through closure.
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Develop and maintain business continuity and operational resilience plans for customer service operations.
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Support capacity planning and strategic scalability of offshore operations in line with business growth.
Developing Our People: as a line manager, you will be responsible for inspiring and motivating your team, as well as developing performance through coaching. You will encourage your team to take responsibility for their own personal development and provide support through regular feedback.
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE/ARE:
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Extensive Customer Services and Contact Centre leadership experience.
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Proven experience managing outsourced service providers and third-party relationships.
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Strong understanding of SLA, KPI and vendor governance frameworks.
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Experience of risk management, compliance oversight and operational controls.
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Strong change management, stakeholder management and influencing skills.
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Ability to analyse MI and drive performance improvements.
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Excellent communication, leadership and coaching capability.
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Experience operating within regulated financial services environments.
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:
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Experience within the Financial Services sector
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Experience of leading large teams
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Knowledge of the Premium Finance business
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Experience of operating in an intermediated environment
We are committed to providing an inclusive and accessible recruitment process. We recognise that candidates may have specific needs that require adjustments to ensure they have a fair and equal opportunity to demonstrate their skills and abilities. Candidates who require the job description or application form in an alternative format, or any other adjustments, are encouraged to email us at [email protected] or request a call back.
ABOUT US
At Close Brothers we support employees to balance their work life priorities and in this role you will be able to enjoy a mixture of hybrid working.
Close Brothers is a leading UK merchant banking group providing lending, deposit taking and securities trading. We employ approximately 3,000 people, principally in the United Kingdom and Ireland. Close Brothers Group plc is listed on the London Stock Exchange and is a constituent of the FTSE 250.
To find out more about Close Brothers, please visit our careers page: https://www.closebrothers.com/careers
To find out more about life at Close Brothers:
https://www.closebrothers.com/life-close-brothers#374017299-899295541
To find out more about our benefits:
https://www.closebrothers.com/employee-benefits
To find out more about our commitment to creating an inclusive environment:
Our Responsibility - Diversity and inclusion ¦ Close Brothers Group
At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.
We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.
We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.
Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.
Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.
We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities.
