Operational Excellence Manager

🏡🏢This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week. 

What You’ll Be Doing

As the Operational Excellence Manager, you will be instrumental in ensuring operational excellence across customer operations. This includes the creation and implementation of a business training and competency framework which will serve as the bedrock for how departmental schemes are designed and administered.   

You will help set the standards for operational excellence, ensuring the seamless introduction of change by overseeing clear communication strategies and designing robust training materials or briefings as required to support operational readiness.

• Design, establish and govern the overarching Training and Competency (T&C) framework, defining the core principles and standards from which departmental schemes are created and administered across all operational teams.
• Optimise the time to full competency for new operational hires by refining the onboarding and training programs.
• Collaborate closely with key stakeholders, including Product, Tech, and Operations, to proactively evaluate and prepare the business's operational readiness. This involves the timely communication and delivery of customised training or briefings to support new products, effective change delivery and incident recovery efforts.
• Provide dedicated support to key projects and operational pilots, establishing success metrics, tracking performance, capturing detailed post implementation learnings, and validating readiness for full scale rollout.
• Support with overseeing the post-incident process, including gathering feedback and coordinating the implementation of operational changes. This includes supporting the operational communication strategy for incident management and aligning necessary changes with Technology and Product managers.
• Establish robust knowledge management practices and facilitate the sharing of best practices to enhance customer operations capabilities and knowledge.

We’re Looking For 🔎

• Demonstrable experience within an Operational Excellence, Process Improvement, or Operations Support role, ideally within a fast-paced financial services or FinTech environment.
• Exceptional skills in written and verbal communication, with a proven ability to craft clear, concise, training material and operational communications.
• A strong, collaborative mindset with experience working cross-functionally to drive complex initiatives and achieve operational sign off.
• Proven ability to manage multiple priorities simultaneously, maintaining meticulous organisation and a keen eye for detail in a dynamic environment.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 60 minute CV and experience overview with Team Manager (In person/Video call)
🤝Final stage: 60 minute interview with Head of Department (In person)