Senior Manager, Customer Operations

| Overview<br><br>Skipton International is seeking a dynamic and experienced Senior Manager, Customer Operations to lead our 'Money Team'—comprising Customer Services and Banking Operations. This pivotal role is responsible for delivering operational excellence, driving continuous improvement, and ensuring full regulatory compliance, all while keeping the customer at the heart of everything we do.<br><br><br><br>You will develop and own the operational framework for the money business, championing innovation and efficiency across customer experience and business risk. This is a leadership role that demands strategic thinking, strong people management, and a passion for delivering high-quality service.<br><br><br><br>Key Accountabilities<br><br>Business Operations<br><ul><li>Maintain a robust control environment across Customer Services and Banking Operations</li><li>Ensure adherence to policies, procedures, and mandates within the COO function</li><li>Oversee transaction accuracy and customer communications</li><li>Authorise high-value transactions in line with company policy</li><li>Drive a culture of continuous improvement and operational efficiency</li><li>Safeguard customer confidentiality and data integrity</li></ul><br><br><br>Leadership & Engagement<br><ul><li>Inspire and engage teams by role-modelling company values</li><li>Mentor and support change initiatives and continuous improvement</li><li>​Maintain a high-performance, inclusive culture</li><li>Deliver training and support to ensure accuracy and compliance</li><li>Celebrate achievements and communicate a clear team vision</li></ul><br><br><br>People Management & Development<br><ul><li>Build team competence and integrity</li><li>Develop succession plans and career growth opportunities</li><li>Conduct regular performance reviews and feedback sessions</li><li>Promote accountability and ownership across the team</li></ul><br><br><br>Finance & Management Information<br><ul><li>Provide accurate management information to monitor performance and support decision-making</li></ul><br><br><br>Risk Management & Regulatory Compliance<br><ul><li>Ensure operations remain within regulatory and board risk limits</li><li>Maintain and monitor risk management procedures</li><li>Ensure team compliance with all relevant policies and training requirements</li><li>Lead team meetings and 1:1s to foster collaboration and support</li></ul><br><br><br>Requirements<br><br><br><br>Essential<br><ul><li>Membership of a relevant professional institution</li><li>Strong relationship-building and communication skills</li><li>Proven ability to prioritise, make decisions, and resolve complex problems</li><li>Experience in financial services and dealing with vulnerable clients</li><li>Knowledge of banking products, services, and operational processes</li></ul><br><br><br>Desirable<br><ul><li>Degree in business or a related discipline</li><li>Broader IT skills and knowledge of banking platforms (e.g., T24, TCIB)</li><li>Understanding of competitor products and wider industry trends</li><li>Experience supporting clients with various disabilities</li></ul><br><br><br>This is a fantastic opportunity to make a meaningful impact in a leadership role within a forward-thinking financial institution. If you're passionate about operational excellence and customer-centric service, we'd love to hear from you.<br><br><br><br>Apply online at www.skiptoninternational.com/about-us/careers/careersvacancies/vacancy/?ref=VA128 |
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