Operations & Performance Manager

JLFS - John Lewis Financial Services

John Lewis Financial Services provides a suite of consumer banking products and insurance to over 2 million customers in the UK. Last year we set out an ambitious 5 year investment strategy to grow and offer a more distinct and differentiated set of products significantly accelerating the Partnerships growth which means there has never been a more exciting time to join us.

About the role

As an Operations & Performance Manager you will join our growing team that supports customer Servicing, Customer Experience, Change Management and Operational plans with some of the key & largest providers of our credit cards.

You will play an integral role in managing complex service improvements and performance in a matrixed business model, alongside investigating issues from customers and partners to improve and achieve the highest level of customer satisfaction at every stage of their journey.

You will also identify and implement strategic improvements to enhance our overall service proposition and collaborate with suppliers to ensure they deliver on time and to expectations.

Additionally, you will perform complex and extensive data analysis and insights to ensure we are delivering outcomes in line with our brand commitments.

This role will provide you the opportunity to develop and stretch personally and professionally to achieve your potential.

This role will also offer flexible working. The Partnership has adopted a blended working approach meaning you'll be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. Our Financial services teams aim for around 1 - 2 days a week in the office to connect and on a more ad-hoc basis to attend key meetings.

Key Accountabilities

You will

• Be responsible for bringing the John Lewis Partnership brand to ‘life’ - working with our provider to ensure practices are robust, and teams are passionate about delivering the John Lewis customer experience

• Responsible for devising, reviewing and delivering the brand & experience training within our providers’ operation

• Work with change delivery teams to ensure effective implementation of new servicing, improvements and features, taking responsibility for the Customers

• Understand the regulatory and control landscape. Design, implement and test relevant controls within our processes to ensure they operate effectively

• Be responsible for high profile complaint management - working in liaison between the JLP Exec Office and Providers to ensure the swift and appropriate resolution of customer complaints

• Have strong interpersonal and stakeholder management skills working with multiple organisations and teams

• Task management of a broader team including Senior Business Analyst to drive change effectively and efficiently

• Work with John Lewis and Waitrose Retail to ensure that the best support is provided.

Essential skills you’ll need

• FCA and PRA regulatory knowledge

• Proven experience within Financial services

• Demonstrable experience in effective internal and external stakeholder management across all levels

• Proven experience in managing issues from identification to solution delivery

• Proven experience in using analytical software such as Tableau, Google sheets, Excel

• Experience in project management.

Benefits:

• Hybrid Working.

️ - Full - time working holiday entitlement 25 days holiday, plus public and bank holidays

• Defined Contribution pension scheme where your contributions will be matched by the Partnership (up to 8% of pay) and, after three years’ service, you’ll receive an additional Partnership contribution of 4% of pay, regardless of whether you pay in or not
• You’ll get Partnership discount in store and online once you complete Probation. That’s 25% off in John Lewis & Partners (12% off electrical products) and 20% in Waitrose & Partners. You’ll also be able to nominate someone you live with to share your discount
• Simple cycle to work support scheme
• We’re really proud of our exclusive hotels based in some of Britain’s most beautiful areas and once you’ve been with us for three months, you’re welcome to explore them. Find out more about our hotels here
• Learn more about our Benefits structure.

Next Steps

• The application form consists of online assessment, CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process

• Visit - https://bit.ly/JLFS-DrivenbyPurpose & https://www.johnlewisfinance.com/ to know more about our Work culture and FS offerings

• Internal applicants - please copy paste this link to your browser for job outline - https://bit.ly/OPSnPM-CC

• We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

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