Kind Consultancy is working with a fast-growing Motor Finance business which is currently seeking an Operations Optimisation Manager to join them in a permanent, full-time role based in their Kent offices, with a hybrid work model requiring 3 in-office days per week, paying £45,000 to £60,000.

Reporting to the Director of Customer Management, the Operations Optimisation Manager is part of the Customer Management team, with a focus on Collections strategy and key responsibilities including:

• Acting as part of cross-functional teams which design, implement, and control processes and strategies to ensure a high standard of service to customers.
• Collaborating and gathering detailed requirements from all levels across the business, considering the end-to-end impacts, relative business priority, impact on customers and commercial value.
• Presenting potential solutions to meet business requirements, establishing the benefits, constraints and risks of each option in a structured way to assist stakeholder decisions.
• Collaborating with 1st and 2nd line of defence teams to align risk management practices
• Leading and supporting in addressing system incidents and issues in process and or strategy, proactively mitigating potential issues before they impact customers or business operations.
• Developing and maintaining a robust incident management process to quickly investigate, respond to and resolve incidents.
• Tracking implementation and progress of corrective actions to prevent recurrence.
• Acting as a bridge between the Customer Management team and the analytics/technology/finance teams to design solutions that work within deadlines and resource availability.
• Helping to drive enhancements and initiatives through the entire change lifecycle, from idea to implementation (including training, communication, and reporting), creating and tracking User Stories.

Our ideal candidate for the Operations Optimisation Manager opportunity:

Has some experience of undertaking Business Analyst or related activity, ideally in the regulated Financial Services sector.

Exhibits analytical skills and problem-solving abilities.

Continually looks to find a better way to do things and is solution and process oriented; able to understand existing processes and create new or amend existing ones to provide better business solutions.

Has excellent organisation and planning skills; a natural at multi-tasking and context switching.

Is able to communicate clearly and develop good relationships with a broad spectrum of people, including translating complex issues into plain English for consumption across the business.

Is confident and comfortable in identifying and raising issues, particularly where driving good outcomes for customers are concerned.

Has strong commercial awareness and understanding of the impacts of change.

If you have the skills, knowledge and experience we’re looking for, are based in or near Kent and are interested in the Operations Optimisation Manager role, please apply with an updated CV today.