Customer Service & Operations Unit Leader

Overview

In this role you lead a Customer Service & Operations unit in Jersey to drive outcomes for customers and the business. You’ll manage capacity, performance targets, and operational risks while coaching a team to improve productivity and service quality. You will balance budgeting and financial targets with process improvements and cost control, partnering with stakeholders across functions. Your work centers on continuous improvement, process re-engineering, and ensuring compliant, efficient operations. This is a high-impact leadership position that shapes service delivery and organizational efficiency in a financial services context.

Responsibilities

• Lead process re-engineering and automation initiatives in collaboration with support functions
• Develop and engage colleagues with training and accreditation plans
• Ensure SLAs are met, optimize resource use, and identify cost-saving opportunities
• Approve and maintain up-to-date process documents and contribute to defining performance targets and critical MI reporting
• Deliver cost-effective measures within the team and support simplification of the organization
• Plan and efficiently manage unit capacity, escalations, disputes and risks
• Review performance trends and drive continuous improvement across the team

Key requirements

• Experience of working in a financial services environment
• Knowledge of banking systems and relevant products and processes
• Understanding of risk, compliance and legal issues across different jurisdictions
• Strong people management skills with ability to engage and motivate teams
• Analytical mindset with focus on continuous improvement

• people management
• stakeholder engagement
• analytical thinking
• process re-engineering
• automation initiatives
• performance measurement and MI reporting

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