ISA Operations Manager
| Posting date: | 15 June 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 15 July 2024 |
| Location: | London, EC2M 4AA |
| Company: | NatWest Group |
| Job type: | Permanent |
| Job reference: | R-00235531 |
Summary
Join us as an ISA Operations Manager
At Cushon we like to do things a bit differently. Our mission is to help as many people as possible to get comfortable with their finances, and our vision is to bring tech revolution to the financial services industry. We’re looking for talented people to help us build simple, convenient, and delightful financial experiences tailored to our customers.
- In this key role, you’ll be responsible for the day-to-day running of the team, ensuring client service levels are maintained, while supporting and developing team members and processes
- You’ll continually look for ways to improve work efficiency and quality by reviewing processes and structure, recommending and implementing appropriate changes that lead to improved customer satisfaction and reduced administration costs
- Every day, you’ll have the chance to solve new problems, create smarter solutions and stretch your capability in an environment that promises non-stop innovation and excellent development opportunities
What you'll do
As an ISA Operations Manager, you’ll be taking ownership for the delivery of service to clients and customers, and delivering technical support for relevant Cushon platforms, activities and processes relating to areas of your specialist knowledge.
You’ll be acting as a point of contact for key clients and queries requiring escalation, as well as monitoring Zendesk to make sure queries are allocated, handled and processed correctly within standard timescales.
You’ll also be:
- Checking Zendesk and completed processes to make sure service quality is maintained
- Managing, motivating and encouraging a team of administrators, as well as identifying skills gaps within the team and arranging training accordingly
- Assisting team members with advanced or technical queries
- Monitoring workflows to identify trends, and making sure that work allocations are structured correctly across the team
- Building and maintaining positive working relationships with internal and external teams, and attending meetings where required
The skills you'll need
To take on this role, you’ll need ISA experience and knowledge of the ISA and pensions market. You’ll also need a technical understanding, including platform, technology, products and domains.
In addition, you’ll need customer service and call handling experience, as well as attention to detail and the ability to manage your own time effectively. You’ll also be highly organised with the ability to multi-task and prioritise delivery within the defined quality requirements in a varied environment.
You’ll also need:
- Advanced knowledge of one or more service management disciplines such as Incident, Problem, Change IT, Continuity or Capacity
- Demonstrable people management experience
- Knowledge of relevant industry standard toolsets and processes to drive up customer service within an IT environment
- Knowledge and experience of operating principles
- An enthusiastic approach to change and the ability to embed it successfully within others
- Excellent written and verbal communication skills and an exceptional eye for detail