Customer Operations Reporting Manager

About the role

As a Manager of Reporting within Customer Operations, you will play an active role in the Customer Operations Department (Customer support at each step of the customer journey; including but limited to General Contact, Complaints, Collections, End of Agreement options, Remarketing, Operational Resilience, Remediation and Service Delivery) in developing and presenting our performance analysis.

You will collaborate across the Management team and senior stakeholders to prepare, review and submit reports and related analytic observations across the Customer Operations Department, ensuring integrity of data and playing a key role in process and operations improvements to support expected service levels and strategic initiatives.

Responsibilities

Data Management & Analysis

• Ensuring data integrity and accuracy of reports
• Analysing data and identifying trends or issues
• Managing and improving data sourcing and compilation processes
• Providing data driven insights to support strategic decision making
• Act as the Customer Services Data Steward
• Ensure the Critical Data Elements (CDE) for Customer Service are compliant with data governance policies and standards.

Performance Reporting

• Collaborate with Chief Customer Officer, Heads of Department and peer Management team to provide reporting and analysis oversight
• Developing and presenting clear, concise and accurate reports to stakeholders using a range of data visualisation tools
• Utilising reporting that has been developed and produced to identify improvement to operations processes and increasing efficiency
• Developing and implementing new processes and controls
• Implementing and keeping Standard Operating Procedures related to reporting up to date especially where regulations are evolving
• Advising key stakeholders on the implications or trends of the reported activities

Workforce Management and Operational Planning

• Providing oversight of Workforce Management (WFM) reporting, ensuring outputs are accurate, timely and aligned to operational planning requirements, to ensure across both head office functions and outsourcers we have the right people, in the right place, at the right time
• Reviewing WFM performance indicators, including resource capacity, demand trends, shrinkage and service level impacts, to support informed operational decision-making and performance management of suppliers
• Build forecasting models to measure both productivity and also assist with company forecasting and headcount requirements in Customer Operations
• Challenging and validating WFM reporting assumptions with operational stakeholders to ensure risks, trends and resourcing pressures are appropriately understood and escalated where required

Regulatory Reporting

• Preparing and submitting the department external regulatory reporting
• Ensuring compliance with regulatory rules and guidelines

Governance, Technology & Tools

• Attend forums, and working groups, and provide insights and management information to support effective decision-making and risk oversight
• Create and implement a Governance framework for reporting within Customer Services with continued oversight and controls
• Where possible, automate data extraction and report generation to reduce errors and increase efficiency
• Working alongside IS to evaluate and implement tools that ensure reliable and efficient reporting

Knowledge and Skills

Essential

• Strong understanding of an Operations function and reporting requirements
• Excellent problem-solving skills and experienced in identifying and implementing automation solutions
• Strong ability to analyse complex data, identify trends and monitor key metrics with an attention to accuracy
• Excellent presentation skills to a wide range of audiences.
• Good communication, stakeholder management and collaboration, and influence/problem-solving skills.
• Ability to work and thrive in an environment with competing priorities.

Desirable

• Motor finance industry experience
• FCA and PRA regulatory knowledge
• Working understanding of systems used in customer operations functions, such as Genesys, Salesforce, Respond and Business Objects

Individual Conduct Rules

• Acting with integrity.
• Acting with due skill, care, and diligence.
• Being open and cooperative with regulators.
• Treating customers fairly and with respect.
• Observing proper standards of market conduct.
• Ensuring effective control of the firm's business.

Job Family

Sales Financing

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