Assistant Customer Operations Manager

We are seeking a dynamic and results-driven Assistant Manager – Customer Services to join our team at Skipton International. In this role, you will help oversee the daily operations of the Customer Service team, ensuring efficient and effective service delivery across predominantly Savings customers but also Mortgage customers from time to time. You will work closely with cross-functional teams to drive process improvements, maintain compliance within regulatory standards, and enhance the customer experience.

Key accountabilities:

• Assist with the management of end-to-end customer operations, ensuring timely resolution of customer inquiries and issues. Act as a single point of contact for all team escalations, ensuring appropriate management and identifying trends for further training.
• Work in tandem with the Assistant Manager Customer Experience and team to develop strategies to enhance the customer experience, leveraging customer feedback and data to implement improvements. Ensure the team engages with escalations of complaints and dissatisfactions in unison with the Complaints team.
• Foster a culture of continuous improvement, accountability, and collaboration through the alignment of Skipton’s values of Ownership, Trust, and One Team. Assist with team training on the latest policies, procedures, and regulatory changes as well as key customer-facing soft skills.
• Support management with assessing operational workflows and identifying opportunities for process automation and efficiency gains. Collaborate with IT and Business Applications teams to ensure seamless integration of new banking systems developments in Temenos T24, TCIB, and Salesforce.
• Ensure all customer service representatives adhere to local and international banking regulations. Maintain a robust risk management framework to prevent fraud, ensure data security, and manage operational risks. Conduct and/or assist with regular Quality Assurance reviews.
• Continuously improve the Salesforce lead and opportunity system to manage prospective client enquiries, ensuring all prospective customers are contacted and their needs discussed prior to the application process. Ensure the customer sales experience aligns with Treating the Customer Fairly and Skipton’s values.
• Monitor and report on key operational metrics, providing insights and recommendations to senior management. Use data analytics to identify trends, improve decision-making, and optimise the customer journey.

Essential requirements:

• Minimum GCSEs and A Levels and/or relevant Professional Qualifications – candidates with
• Minimum 5 years in a Customer Services role.

Desirable requirements:

• Degree Level Educated to a 2:1 or above. Level 5 or above Management and Leadership Qualification.
• Extensive knowledge of the GFSC handbook, including subject areas around CDD, Risk-based approach, reporting suspicion, record keeping, and Natural Persons.
• Good working knowledge of Temenos core systems, including T24 and TCIB.

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