Operations Team Leader

We are currently looking for an Operations Team Leader to join our busy team in Sale with hybrid working.

You will lead SBG’s Operations Team to ensure the delivery of exceptional experience for members and clients at all points in their relationship with SBG as well as drive efficiencies to ensure streamlined and effective processes are in place.

Responsibilities:

• Support and develop the team/s to provide an excellent service experience to external and internal customers.
• Contributing to continuous improvement of processes and procedures within the team.
• Support and deliver a quality, efficient joining process for new joiners, movers and leavers within the Group
• Deal with escalated calls and complaints ensuring a satisfactory outcome with the member/client/customer.
• Support the ongoing maintenance required for Network firms – change of details, FIS, knowledge assessments and removal of permissions
• Support the ongoing maintenance required for Bankhall firms - Manage the debtors list, centralised invoicing programme in place for bespoke and core clients
• Support the ongoing maintenance required for PMS firms.
• Deliver the Contact Strategy to Sesame Network members, delivering one point of communication for Network requirements
• Provide accurate and effective Management Information and Quality Assurance information to senior management as required.
• Ensure all Quality assurance checks are carried out across the teams to monitor accuracy.
• Take responsibility for cascading corporate information to the team and collating feedback
• Ensure that all processes are mapped and up to date
• To undertake projects as and when required, to support the needs of the business or to achieve departmental objectives.