Customer Service & Operations Unit Leader, VP

Customer Service & Operations Unit Leader, VP

Join us as a Customer Service & Operations Unit Leader

• This is a great platform to advance your career and showcase your extensive leadership skills
• You’ll be leading the people in your unit to deliver outstanding customer experiences and successful business outcomes
• You can expect to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interaction
• We're offering the role at vice president level

What you'll do

You’ll be overseeing the smooth running of your unit, creating and embedding a high performing culture of customer service, driven by a passion for exceeding customers’ expectations. We’ll look to you to make sure that your teams have the tools and knowledge to meet customer needs, and you’ll be implementing continuous improvement activity initiatives that improve efficiency across the business.

Additionally, you’ll be:

• Translating and implementing high level strategic plans into a series of achievable goals, objectives and priorities
• Driving the delivery of an outstanding customer experience and proactively improving service and sales figures through effective performance management
• Providing real-time support to our contact centres, identifying barriers to performance, managing improvements and sharing best practice
• Managing the relationship between your unit and other business areas, making sure that business impacting incidents are dealt with in a timely manner and cause minimal disruption
• Demonstrating a strong results-driven mindset, with the flexibility to work from the office during the initial three months and support staggered shift requirements as needed by the business

The skills you'll need

To join us in this role, you'll need extensive leadership experience and a proven ability to deliver outstanding customer and business outcomes through others. We'll be looking for excellent communication and interpersonal skills, a strong customer focus, and strong working knowledge with hands-on experience in the UK Mortgage domain, particularly across mortgage originations.

We’ll also be looking for you to demonstrate:

• Approximately 15 to 18 years of relevant experience in Operations Leadership, Customer Service, Change Management, and UK Mortgage Originations.
• Strong experience in managing operations, leading change initiatives, driving risk management practices, and delivering continuous improvement through practical and scalable solutions.
• Proven ability to lead large teams, deliver high performance, and foster an engaging culture through exceptional people leadership skills.
• Excellent stakeholder management and cross-functional collaboration skills, with the ability to influence outcomes and build strong business partnerships.
• Strategic thinker with strong performance management capabilities and a track record of translating business objectives into measurable results.
• Excellent communication, PowerPoint, and MIS reporting skills, with the ability to thrive in a fast-paced environment while managing multiple priorities simultaneously.

Hours

Job Posting Closing Date:

Experience Level