Customer Operations Manager

We're looking for a dynamic and experienced manager to oversee a crucial segment of our Customer Operations function. You'll guide up to 3 functionally distinct teams, managing Team Leaders who are each responsible for a team of 5-10 executives. As a manager in the team, you will be proficient in the processes your team undertakes, with a strong focus on performance, quality, driving improvements, and metric adherence.

Our Pension and Customer Operation teams handle a diverse range of products and processes, including but not limited to, ISA, LISA, and pension transfers, as well as house purchase withdrawals for first-time buyers. Your focus will be on supporting the functional success of your team, guaranteeing that backend operations, customer interactions, and third-party requests are all conducted with excellence and in line with our SLAs and key metrics.

You will work closely with the leadership team as well as cross-functionally to advocate for new improvements and maintain a high-performing team, representing your area where needed.

What you'll do

• Working closely with managers, Team Leaders, and other stakeholders to support your functional area, this role will be responsible for but not limited to the following:

Oversight & Accountability:

• Own and monitor all processes undergone by your team to ensure that accuracy and thoroughness remain a key priority, alongside exceptional customer support.
• Report performance metrics, analysis, and other relevant information to the Senior Management regularly, owning improvements and demonstrating accountability for key metrics in your area.
• Provide continuous support to Team Leaders by organising weekly one-to-ones to discuss their progress, support their well-being, set development goals, and review performance metrics.
• Monitor quality, complaints, and error trends, driving action and increasing training for great customer and business outcomes.
• Work closely with other teams such as Training & Onboarding and Compliance to ensure training and documentation are relevant and up to date.
• Work with our Customer Care team on root cause analysis of complaint drivers and identify areas of improvement to support vulnerable customers more effectively.
• Support with strategic daily planning while ensuring strong collaboration with other teams across the COps & Support Team.
• Alongside Senior Management, provide key input to support headcount and forecasting accuracy in your area.

Process Management & Expertise:

• Own metrics reporting and analysis for your areas of responsibility, representing your area across the business when needed.
• Handle escalated issues, including resolving customer complaints and providing specialised support for vulnerable customers, ensuring timely and effective resolutions to maintain customer satisfaction while upholding Consumer Duty.
• Be proficient in the daily tasks and able to action process improvements: ISA/LISA/pension transfers in and out, helping customers to track down lost pensions, payment processing, house purchase withdrawals, and third-party queries from solicitors and financial service providers.
• Coordinate changes in Customer Operations when needed (training, content, hiring, Intercom messages, AI automation, data analysis etc.).
• Utilise data-driven decision-making; experience with data visualization tools is a plus.

Change and Improvements:

• Proactively seek opportunities to review and enhance current processes, exploring new software and tools that can achieve our strategic goals.
• Collaborate with Compliance, Finance, and Product teams to create or improve best practice guides, aiming to streamline operational processes in a customer-friendly, safe, and commercially viable manner.
• Identify risks in our processes and develop contingency plans with the Operations and Compliance team.
• Work with Senior Management and other teams across the business to monitor risk, changes, processes, team onboarding, and hiring.
• Support relationship management with third parties when needed.

Our Customer Commitment

• Here at Moneybox, we’re here to help our customers turn their money into something greater. That could be helping them to save for what matters, invest for their future or buy their first home.
• Whatever their reason for joining us, we guarantee a service that’s simple and reliable, that supports them in achieving their goals, and celebrates with them along the way.
• That’s why our commitment to customers is a priority and our customer-facing teams are dedicated to supporting each and every one of them throughout their Moneybox journey.

We RAISE the bar with our service….

• Relationship: We put customers first. We provide swift resolutions and always try to keep conversations with the same person. We celebrate our customers’ wins and aim to provide an excellent standard of service.
• Advocacy: We listen to our customer’s and advocate for them at each step of their journey. We have established systems to share customer feedback, and likewise, act on their behalf during testing of new features.
• Integrity: We work honestly, fairly and with our customer’s best interests in mind. Where possible, we provide extra support to those that may need it, especially in cases of accessibility or vulnerability.
• Simplicity: We are clear and simple. No complicated jargon, just straightforward conversations to make sure you fully understand our products and services.
• Expert App Knowledge: We provide the information to help customers achieve their goals. We encourage team learning and development to ensure our customer-facing teams are experts in the app, and their fields.

Who you are

• Proven Experience: 3+ years of relevant management experience in operational and/or customer-facing roles, ideally in a high-growth or fintech environment.
• People Management: Demonstrated ability to lead and inspire large, diverse teams, with experience managing managers and fostering career development.
• Analytical Skills: Highly proficient in data analysis and reporting; able to translate data into actionable insights.
• Process Improvement: Strong background in operations and process improvements.
• Collaboration: Exceptional communication skills, with the ability to influence cross-functional teams and champion customer service initiatives.
• Customer-Centric: Deep empathy for both customers and team members; able to view situations from multiple perspectives.