Overall Job Purpose
Head the Payment Protection Insurance UK RBB Operations within BSS managing end to end Customer services operations for PPI Complaint management. The role requires oversight of the following units within PPI UK RBB:
The position holder is required to provide leadership to the business unit and manage process performance in line with agreed SLAs /targets and all areas of the 5 Cs. Drive a culture of continuous improvement. Maintain effective working relationships with key external stakeholders of the different business clusters as well as BSS internal stakeholders.
Ensure smooth functioning of the process and compliance to procedures and policy guidelines; Lead the team into operational growth. To proactively build relationships with customers (internal and external); Responsible for managing Process, People, Metric & Client relationship; Ensure effective resource utilization.
Given that this role caters to multiple subunits and hence multiple stakeholder, it is responsible for managing all the stakeholders and their expectations.
Manage c6 Assistant Vice Presidents expanding to a total span of 800 FTE. Lead, manage and motivate operations managers & team managers within the community and responsible for the sites performance against a number of key metrics including customer satisfaction, sales, employee satisfaction, compliance with statutory requirements and operational efficiency.
This role also requires management of a mix of permanent and contingent staff at 30 :70 ratio with various aspects like:
Ensuring best in class performance delivery through performance management of contingent staff in the absence of formal PD and pay-round cycle
Ensure equal and fair operational practices during engagement of contingent & permanent staff Managing people expectation of contingent staff as they are not covered in various recognition programs in the organisation