Customer Operations Manager
Skipton International has a fantastic opportunity in our Customer Operations department for a Customer Operations Manager. As the Customer Services Manager, you will 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 play a key role in driving process improvements, systems development, maintaining compliance with regulatory standards and enhancing the customer experience. This role requires strong leadership, analytical thinking, and a deep understanding of Banking operations in a global setting.
Key accountabilities
- Oversee and manage the end-to-end customer operations, ensuring timely resolution of customer inquiries and issues
- Collaborate with cross-functional teams (e.g., compliance, risk, IT) to streamline processes and improve service efficiency
- Ensure alignment of customer operations with local regulatory requirements and internal policies
- Work in tandem with the Customer Experience Team to develop strategies to enhance the customer experience, leveraging customer feedback and data to implement improvements
- Implement service-level agreements (SLAs) and key performance indicators (KPIs) to measure and optimise customer service performance
- Proactively manage the escalations of Complaints and Dissatisfactions in unison with the Complaints team to ensure a smooth delivery of a suitable resolution is received by the customer
- Lead, mentor, coach and develop a high-performing results driven customer services team
- Foster a culture of continuous improvement, accountability, and collaboration through the alignment of Skipton’s values of Ownership, Trust and One Team
- Ensure the team is trained on the latest policies, procedures, and regulatory changes
- Ensure the team is trained and developed in key subject areas pertinent to the Customer Services function i.e. difficult conversations
- Analyse operational workflows and identify opportunities for process automation and efficiency gains
- Drive innovation by implementing new tools, technologies, and methodologies to improve service delivery
- 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 to ensure compliance and operational efficiency
- Ensure all Customer Services representatives are suitably trained and confident in the sales of Skipton’s product portfolio including all Savings products and competence in delivering a general overview of Skipton’s Mortgage products
- Continuously improve the Salesforce lead and opportunity system to manager prospective client enquiries, ensuring all prospective customers are contacted and their needs discussed prior to the application process
- Ensuring the Customer sales experience across all platforms including by phone and in person, aligns with Treating the Customer fairly as well as 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
- Prepare detailed operational reports for internal stakeholders and regulatory bodies as required
Essential requirements
- Minimum 5 years in a Customer Services role
- Minimum GCSE’s and A Levels and/or relevant Professional Qualifications
- Good working knowledge of Guernsey finance sector with particular emphasis on Banking and the provision of Banking services
- A good understanding of the GFSC handbook and areas pertinent to customer including Complaints
- Ability to develop and maintain effective working relationships both within the team and the wider business in order to achieve objectives
- Strong interpersonal skills with excellent communication skills
- Critical thinker capable of solving problems
- Exceptional leadership skills with a proven record in leading teams to success
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