Job Description
Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Senior Operations Manager with proven experience in the oversight of customer service and operations teams, to join our team in Uxbridge.
We are looking for a highly motivated professional with experience in leading teams in a customer-centric environment within the regulated financial services sector.
Your role will involve the day-to-day management and oversight of mortgage administration and customer service teams, client relationship management, and system/operational development.
As a Senior Operations Manager, your key responsibilities will include:
1. Delivery of SLA Objectives across multiple areas
2. Oversight of recruitment in terms of quality and headcount
3. Management of the department succession plan
4. Delivery of department Engagement plan
5. Delivery of performance data to Operations, Governance, and Board
6. Management of complaint volumes and RCA
7. Oversight of QA and Outcome Testing activity
8. Delivery of internal audit and risk management actions
9. Chairing of client governance meetings and associated working groups
10. Oversight of departmental training matrix
11. Establishing and maintaining appropriate internal con...