Operations Director in London

Operations Director - Remote - Permanent - £70,000 - £85,000 DOE
Advanced Resource Managers are looking for a permanent Operations Director to join their client on a fully remote basis.
This ideal candidate will ensure the company delivers on its unit economics by managing the start of the customer journey in the referral process, through the Helpline teams ensuring we follow all GDPR processes to remain complaint whilst delivering the key metrics of the department.
Responsibilities
* Regularly review all processes to ensure we remain compliant, improve efficiencies, manage risks, and meet our AR obligations.
* Lead the Helpline and Case Management teams, ensuring all KPIs are achieved, and all processes are followed.
* Lead, coach, develop and build managerial to ensure we continuously develop our colleagues.
* Develop and execute plans to achieve financial goals & agreed KPI & unit economic measures.
* Responsible for driving a consistent Customer centric right first-time approach to all processes.
* Oversee customer support activities to organise and deliver the best customer outcomes.
* Build collaborative working relationships to ensure we deliver good customer outcomes.
* To constantly review the customer journey, looking for opportunities to improve customer outcomes, deliver efficiencies and improve revenue.
Requirements
* Excellent organisational and leadership skills
* In depth knowledge of the UK mortgage industry
* Working knowledge of FCA regulations and a good understanding of risk management & T&C in a mortgage business.
* Extensive experience delivering and exceeding KPI's.
* Strong decision making, action planning and prioritisation skills.
* Commitment to provide the highest level of support and quality service.
* Able to structure and process data and draw insightful conclusions from it.
This vacancy is being advertised by Advanced Resource Managers. ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions.
Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.