Job Title

Operations Manager

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Job Description

Company Introduction

Our client is a leading company in banking and payment solutions.

Job Responsibilities and Duties

  • Will play a key role in ensuring that a strong service and operational foundation is created to support a commercially focused high growth strategic agenda;
  • Develop and execute an operational strategy and model in support of the company’s core objectives. This strategy will complement Sales and Marketing’s customer management strategy and working in partnership with Business Development to deliver and manage a full end to end process of all customer touch points, from acquisition, on-boarding, servicing, collections, retention, cross sell to ultimately closure;
  • Deliver cost effective, quality driven customer service to agreed service level agreements and standards;
  • Accountable for optimising customer service experience in line with Sales and Marketing Strategies and Treating Customers Fairly principles both internally and as part of vendor management of key suppliers;
  • Support a fast moving ‘test and learn’ environment to help rapidly expand product innovation;
  • Ensure effective governance over all complaint processes including a strong ability to work successfully with cross functional operations and teams with the group as well as ‘customer action’ bodies;
  • Establish and maintain effective systems and controls for compliance with applicable requirements and standards and for countering financial crime; taking guidance from the MLRO;
  • Manage the operation processes which support and own the TPML Risk Management Policy to minimise portfolio/cardholder fraud and credit risk;
  • Leader of the Operational Risk Group; Assess, manage and where necessary eliminate operational risk;
  • Plan and manage appropriate level of Operational internal and external resources required to meet the agreed corporate objectives;
  • Develop and manage an annual business plan and operating budget to ensure that the financial targets are met;
  • Improve Operations by recommending and delivering new enhanced and /or automation solutions which reduce cost and/or align to a better customer experience;
  • Responsible for researching and evaluating new technologies which could provide the department/business a more effective way to service our customers / clients / suppliers;
  • Ensure personal and team Operational industry expertise is kept up to date;
  • Ensure key suppliers are managed to the agreed company standard with the appropriate level of oversight and management;
  • Drive value, improved service and increased resiliency throughout the supply chain;
  • Manage and directly oversee company’s major third-party suppliers and manage the oversight of third-party suppliers to the agreed corporate policy with their agreed owners;
  • Actively participate and take accountability with the Executive Team to optimise revenue opportunities, corporate governance and business effectiveness;
  • Champion solutions on cross functional projects which benefit the whole company;
  • Assist other executives in meeting their own personal objectives.

Experience

  • Must have at least 2 years’ experience in operational management experience and risk management experience ideally in Malta in the Payments sector or complementary sector to Payments such as mobile/ telecoms operators, internet, e-commerce, mCommerce, or lending institutions;
  • Should also have a sound financial knowledge and experience to drive superior P&L results.

Personal Skills

  • A proven track record of driving and defining complex operational models and strategy, especially within a regulated environment;
  • Demonstrable experience of successfully improving and managing organisational performance at an executive level position;
  • Excellent leadership, coaching and people development focus;
  • Excellent interpersonal and communications skills, with the ability to lead, influence, challenge and inspire;
  • Sound experience of strategic planning, operations oversight and high-performance management;
  • Strong data analytical mind set – leveraging data and it’s insight to improve performance via defined KPIs, reduce costs, and improve processes;
  • Ability to prioritise workloads, meet challenging deadlines and deliver performance targets;
  • Problem Solver, making decisions promptly, within abilities, having considered both the short and long- term implications to the customer / client / supplier and/or company;
  • In depth experience of negotiating with and managing third parties;
  • Detailed oriented – Understanding all roles within the operation. Full understanding of processes and procedures within the business;
  • Customer Orientated – Role model for excellent customer focus and quality improvement. Delivering on promises, making confident decisions. Deals with complaints in an effective manner. Looking for ways to improve customer service through observation and feedback;
  • Experience facilitating a strong operating model which specifically supports an internet-based marketing company leveraging technologies which best serves those customers;
  • Good banking sector knowledge – UK and European markets;
  • Knowledge of payment cards and the payment card environments or knowledge of marketing prepaid products from other industries.
Tags: Business development, Coaching, Consultancy, Coordination, Organisational and Time Management

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