Operations & Performance Manager – Financial Services

Job description

About the role

As an Operations & Performance Manager you will join our growing team that supports the day to day operational management of the FX product, Click and Collect and Bureau Management oversight of Customer Servicing, Experience and complaints, Change Management and Operational plans with some of the key & largest providers in the market.

You will play an integral role in managing complex service improvements and performance in a matrixed business model, alongside investigating issues from customers and partners to improve and achieve the highest level of customer satisfaction at every stage of their journey.

You will also identify and implement strategic improvements to enhance our overall service proposition and collaborate with suppliers to ensure they deliver on time and to expectations.

Additionally, you will perform complex and extensive data analysis and insights to ensure we are delivering outcomes in line with our brand commitments.

This role will provide you the opportunity to develop and stretch personally and professionally to achieve your potential.

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Expected salary - £50,500 - £55,000 (dependent on experience).

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Contract type - This position is a Secondment/Fixed Term contract until 31st August 2026

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Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. The team aim is for around twice per month in the office to connect and on a more ad-hoc basis to attend key meetings. You will also be required to visit our branches on average once a week

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Location - This role is based at our Pimlico Head Office. 

Key responsibilities

You will

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Work with change delivery teams to ensure effective implementation of new servicing, improvements and features, taking responsibility for the Customers, Partners and Bureaus.

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Understand the regulatory and control landscape. Design, implement and test relevant controls within our processes to ensure they operate effectively

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Be responsible for high profile complaint management - working in liaison between the JLP Exec Office and Providers to ensure the swift and appropriate resolution of customer complaints

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Have strong interpersonal and stakeholder management skills working with multiple organisations and teams internally & with external suppliers.

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Work with John Lewis and Waitrose Retail to ensure that the best support is provided.

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Be responsible for bringing the John Lewis Partnership brand to ‘life’ - working with our provider to ensure practices are robust, and teams are passionate about delivering the John Lewis customer experience

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Responsible for devising, reviewing and delivering the brand & experience training within our providers’ operation

Essential skills/experience you’ll need 

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FCA and PRA regulatory knowledge

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Proven experience within the FX industry

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Demonstrable experience in effective internal and external stakeholder management across all levels

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Proven experience in managing issues from identification to solution delivery 

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Proven experience in using analytical software such as Tableau, Google sheets, Excel

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Experience in project management.

The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:   

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.   

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.   

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.  

 

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