Our client, a wealth management platform, is looking for a motivated and experienced Operations Team Leader to join their team. This is an excellent opportunity for someone with strong leadership and operational management skills who is passionate about delivering excellent service and continuously improving processes.
Key Responsibilities:
- Lead and oversee a team of 4-7 individuals, ensuring high-quality service and adherence to key performance indicators and service level agreements
- Act as a deputy for the Operations Manager and a key technical expert within the team
- Take ownership of escalated customer queries and ensure they are resolved efficiently
- Drive improvements in customer service, identifying issues and proposing solutions to enhance the customer experience
- Support with business change initiatives, internal and third-party meetings, and contribute to wider business projects
- Manage team performance through regular one-to-one reviews and performance appraisals
- Lead and coach team members, ensuring their development and training needs are met
- Ensure compliance with regulatory requirements, company policies, and risk management procedures
Required Skills & Experience:
- Strong interpersonal, communication, and presentation skills
- Proven experience in leading a call center or administrative team
- Ability to manage workloads effectively, both individually and as a team leader
- Experience in deputising for a line manager and delegating tasks
- Strong data analysis and reporting skills
- Experience in training and providing constructive feedback to staff members
- Ability to work well under pressure and maintain excellent attention to detail
- Proactive, self-motivated with a strong willingness to learn
Desirable:
- Knowledge of financial services, platforms, and investment vehicles
- Financial services qualifications (e.g., IOC or CII) are a plus
- Interest in financial markets and investments
If you are a motivated and experienced leader with a passion for delivering exceptional service and improving operational processes, we’d love to hear from you!