Core Operations Manager

Job Title: Core Operations Manager

Contract Type: Permanent

Location: Petersfield/Chatham

Working Pattern: Hybrid—typically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible

.
What We Offe

• r:Holidays: 25 days holiday up to 30 days (depending on servic
• e)Pension: We know it is important to save for the future, that is why we will contribute up to 1
• 0%Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity lea
• veVolunteering: 2 paid days to ‘give back’ to the charity of your choi
• ceDevelopment: LinkedIn Learning for a
• llFinance: Snoop Premium available to all colleagu
• esMedical: Opportunity to opt in for Private Medical Insuran
• ceBonus: Discretionary annual bon

us
Job Descripti

on:Reporting to the Senior Customer Operations Manager, this is a key leadership position within our Customer Operations team. As part of the senior management group, you’ll play a pivotal role in driving performance across our Centres of Excellence, ensuring we deliver outstanding outcomes for our customers, colleagues, and the busine

ss.
You will lead a team of Ambassador Leads and oversee the day-to-day operations of around 50 customer-facing colleagues, inspiring and supporting them to provide exceptional service and achieve operational excellence. This role is ideal for a people-focused leader who thrives in a fast-paced environment and is passionate about empowering teams to deliver their b

est.
Key Responsibili

• ties:Lead and mentor a group of Ambassador Leads, ensuring effective management and support of customer-facing t
• eams.Drive colleague engagement and leadership excellence within the
• team.Possess a broad and in-depth understanding of customer acquisition, forbearance arrangements, complaint resolution & vulnerable custo
• mers.Manage customers with unique needs, providing tailored support and solut
• ions.Maintain up-to-date regulatory knowledge and anticipate changes that may impact operat
• ions.Excel in challenging situations, promoting a positive outlook and the continuous improvement of customer outc
• omes.Ensure that customers using VBG’s most complex products and services receive comprehensive sup
• port.Manage both internal and external risks, upholding governance standards for all relevant performance indica
• tors.Oversee back-office operations, identifying and implementing process improve
• mentsLeadership responsibility for a business unit within the Customer Operations Centres of Excellence, creating a supportive environment where colleagues at all levels and in all centres are nurtured, encouraged to be their authentic selves and can grow through the right combination of support and chal

lenge
What will make you stan

• d out?Understanding of how revolving credit, fixed term credit and asset backed finance products work within the
• GroupExperience and proven capability in managing customer service and collections teams in a financial services, regulated envir
• onmentAbility to keep business unit optimally resourced with efficient cost management and customer needs, problem solving approach to manage res
• ource.Regulatory knowledge at the required level that matches todays evolving regulatory lan
• dscapeCommercial ability to drive appropriate performance improv

livery
Why J

• oin Us:Flexible Working Hours: We understand the importance of work-life balance and offer flexible working arrang
• ements.Career Development: We provide opportunities for continuous learning and professional growth, including mentorship programs and training se
• ssions.Inclusive Culture: We are dedicated to creating an inclusive environment where everyone can thrive. Our diversity and inclusion initiatives ensure that all voices are heard and

valued.
Offers are subject to satisfactory background checks, including credit, fraud, and employment ref

erences.
Wh

o We Are:At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK c

ustomers.
We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Ear

n’ scheme.
We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something ne

w to learn.
Vanquis Bank is an Equal Opportun

ity EmployerHere at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better ev

eryday life.If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at careers