Job Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive. This role is based in India and as such all normal working days must be carried out in India. Join us as a Customer Service & Operations Unit Leader

• This is a great platform to advance your career and showcase your extensive leadership skills
• You\xe2\x80\x99ll be leading the people in your unit to deliver outstanding customer experiences and successful business outcomes
• You can expect to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interaction
• We\'re offering this role at vice president level

What you\'ll do

You\xe2\x80\x99ll be overseeing the smooth running of your unit, creating and embedding a high performing culture of customer service, driven by a passion for exceeding customers\xe2\x80\x99 expectations. We\xe2\x80\x99ll look to you to make sure that your teams have the tools and knowledge to meet customer needs, and you\xe2\x80\x99ll be implementing continuous improvement activity initiatives that improve efficiency across the business. Additionally, you\xe2\x80\x99ll be:

• Translating and implementing high level strategic plans into a series of achievable goals, objectives and priorities
• Driving the delivery of an outstanding customer experience and proactively improving service and sales figures through effective performance management
• Providing real-time support to our contact centres, identifying barriers to performance, managing improvements and sharing best practice
• Managing the relationship between your unit and other business areas, making sure that business impacting incidents are dealt with in a timely manner and cause minimal disruption

The skills you\'ll need

To join us in this role, you\xe2\x80\x99ll need extensive leadership experience and a proven ability to deliver outstanding results through others. We\xe2\x80\x99ll be looking for excellent communication and interpersonal skills and crucially, a strong customer focus and experience in customer service delivery techniques. We\xe2\x80\x99ll also be looking for you to demonstrate:

• Experience of leading and implementing change and managing projects
• Prior experience in Mortgage / Lending
• Good understanding of the end-to-end Mortgage journey.
• The ability to identify operational inefficiencies and provide practical solutions
• An understanding of a contact centre environment and its various components and roles
• The ability to work in a fast-paced environment, managing multiple challenges simultaneously