The role in summary Our Operations Manager will be accomplished in a range of customer focused disciplines such as Customer Service, Customer Experience, Complaints and Risk and Payments. Passionate about operational efficiencies, whilst enhancing the customer experience and exceeding targets. A self-starter and talented problem solver, you will also be used to working within a regulatory framework (FCA) and the data reporting and standards expected. What’s in it for you? Competitive basic salary Holidays – 25 days from start, increasing with every complete year to reach max of 30 ( Bank Holidays) Weekdays only, no weekends/evenings Healthcare Cash Plan Perkbox, with gifted Flexi-Points every month Life Assurance Salary Exchange Pension Scheme Company Sick Pay Employee Assistance Programme Enhanced family policies Additional paid time off; Moving Days and Sabbaticals Flexible working arrangements Day to day overview; Manage, oversee and nurture three high-performing operations teams located in Newcastle and remotely Enhance & drive the KPIs of the operations teams by further developing the tools and processes available to the agents and analysts with a focus on customer experience and efficiency Reduce contact rates by leveraging technology, root cause analysis and optimising our self-help and chatbot solutions Help manage the relationships and negotiations with key vendors utilised by the aforementioned operations teams Help influence a positive increase in customer reviews on platforms such as Trustpilot Help the business work through the transition of acquiring another major FinTech business Support the line manager with any ad-hoc problems or tasks that arise What we need from you; Experience within a Fin Tech, ideally within a start up or scale up environment. A smart, agile leader who's able to develop the teams with a wide range of ability and performance levels. A strategic thinker, someone able to tap into long-term strategic projects and solutions Enforce a team of excellence and high-performance, with zero tolerance for an average standard of delivery Hire, mentor and retain the best talent Significant experience working for another high-paced and successful FinTech and or startup/scale-up within a regulated space Able to work and collaborate at all levels of the organisation Utilise data to find and fix problems, effectively prioritising that which is most important Operate independently, with a sense of urgency and a strong focus on solving the right problems Help bridge the teams between London, Newcastle and remote colleagues Step in for weekly business updates with executives when required Personal qualities: An agile and adaptable approach to tasks, unphased by speed and pace. Highly analytical and numerate, with a strong ability to interpret data and apply insights to optimize team efforts. Strong problem-solving skills, with the ability to navigate complex challenges and develop effective solutions. Customer-centric approach, with an excellent understanding of customer behaviour. Confident and effective interpersonal skills; proven ability to build strong relationships within the team and beyond. Pockit is a subscription-based banking service committed to providing accessible and affordable financial solutions to underserved markets. Following the recent acquisition of Monese, Pockit now serves 3 million customers across Europe. Our mission is to empower individuals with inclusive financial services that foster financial autonomy. About us We're a lively, diverse and international team, based across offices in London, Newcastle and remote teams in central Europe. You'll be joining a team that fosters curiosity, ambition, accountability, and resilience and we know you'll be made to feel at home straight away. Based in either Newcastle, the role would offer some flexibility to work remotely in line with business needs. Ahoc business travel to London may also be required.