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Project Management
Operations Manager
@Pockit
[Hiring] Operations Manager @Pockit
Feb 26, 2025 - Pockit is hiring a remote Operations Manager. đź’¸ Salary: competitive basic salary. đź“ŤLocation: UK.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
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.
- 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
Qualifications
- Experience within a Fin Tech (banking/financial services) is essential
- Ideally experience within a start up or scale up environment - able to demonstrate agility in your approach
- 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
- You must be UK based, ideally in London, but willing to travel, on occasion, between UK offices and potentially Europe
- 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
Benefits
- 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
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| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Project Management
Project Management
|
Salary
đź’¸
competitive basic salary
|
Remote
Location
UK
|
|
Job Type
full-time
|
Posted
Feb 26, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: UK |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
