Job Reference: 32033
Job Type: Permanent Vacancy
Job Location: Guernsey

Our client is seeking a Customer Operations Manager to oversee the daily operations of their Customer Service team, focusing predominantly on Savings customers with occasional support for Mortgage customers. This full-time, permanent role, based in Guernsey, requires a skilled leader who can drive process improvements, maintain compliance with regulatory standards, and deliver exceptional customer experiences. The role offers an opportunity to shape service delivery and foster a high-performing, customer-focused team. Click here to read more Job Duties:  Manage end-to-end customer operations, ensuring prompt resolution of customer inquiries and issues. Collaborate with compliance, risk, IT, and other teams to streamline processes and enhance service efficiency. Ensure customer operations align with local regulatory requirements and internal policies. Work with the Customer Experience Team to implement strategies that improve customer satisfaction based on feedback and data. Develop and monitor SLAs and KPIs to optimise performance and service delivery. Proactively handle escalated complaints and dissatisfaction, ensuring suitable resolutions are delivered. Lead, mentor, and coach a results-driven customer services team. Promote a culture of continuous improvement, collaboration, and accountability aligned with organisational values. Train the team on policies, procedures, and key customer service topics, including handling difficult conversations. Identify opportunities for operational efficiency and process automation. Implement innovative tools and methodologies to enhance service delivery. Ensure seamless integration of new banking system developments in collaboration with IT teams. Maintain adherence to local and international banking regulations and robust risk management frameworks. Conduct and support regular quality assurance reviews to ensure compliance and efficiency. Train the team to confidently sell Savings products and provide a general overview of Mortgage products. Enhance the Salesforce lead and opportunity system, ensuring prospective clients are contacted and supported. Align the customer sales experience with regulatory standards, fairness principles, and organisational values. Analyse and report operational metrics, providing insights to senior management. Utilise data analytics to identify trends, optimise customer journeys, and improve decision-making. Prepare detailed operational reports for internal and external stakeholders as required. Job Requirements:  Minimum of 5 years’ experience in a Customer Services role. GCSEs, A Levels, or equivalent professional qualifications. Strong knowledge of the Guernsey finance sector, particularly Banking services. Familiarity with the GFSC handbook and relevant areas such as complaints handling. Proven ability to build and maintain effective working relationships across teams. Excellent interpersonal and communication skills. Strong problem-solving and critical-thinking abilities. Demonstrated leadership experience with a track record of team success. What You’ll Love:This role offers the opportunity to work with a forward-thinking organisation dedicated to delivering exceptional customer experiences. You’ll lead a dynamic team, shape operational processes, and contribute to the company’s mission of excellence in Banking services. With a focus on innovation and continuous improvement, this is a chance to make a significant impact in the financial services sector.  Interested? Register today, confidentially, with one of our friendly and dedicated recruitment specialists by clicking here  

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