Job Description As a Operations Manager, you will be responsible for running the operational support team to deliver outstanding service to our customers and key stakeholders throughout the application journey to the point of completion. You will work across the direct and broker distributions within KPIs and SLA frameworks. As an Operations Manager, we are looking for someone to: Lead the Operations Support Team in daily management and delivery of team KPIs Ensure effective workflow management to meet all Service Level Agreements Manage and optimize call handling, resourcing, and performance Serve as the primary point of accountability for escalations and complaints received by the team Handle customer escalations and resolve issues promptly and professionally Ensure all operations support staff are sufficiently skilled to meet targets Facilitate training and development for team members, ensuring compliance with core training requirements