Service Operations Manager Wrexham, Wales
Job description
Who we are & what we do
Founded in 2016, Chetwood is a new kind of bank. We create targeted products to make people better off.
Unlike traditional banks, we’re not looking to build a customer base and then cross-sell to them. Instead, we focus on distinct customer segments that are underserved by the market, creating innovative products to meet their needs. We do this through different brands, not one, because what works for one customer isn’t necessarily right for all customers. We also do this for other industries and companies too, offering them white-labelled products with no upfront investment.
We come from a diverse range of backgrounds and experiences, and it’s because of this that we’re able to challenge every aspect of how financial services operate today and build unique and dynamic products for our customers.
We’re always on the lookout for exceptional talent to join the team. We’re looking for people who share our belief in challenging conventions and making a positive difference for our customers
As a Service Operations Manager you will manage and lead a team of IT specialist across the service operations in Chetwood. Contribute towards Incident Resolution, Root Cause Analysis and Problem Management
Responsibilities
- Manage and motivate the team, ensuring to conduct regularly 121s, performance management, and setting appropriate goals.
- Lead in the optimisation of the team and their processes to ensure they evolve with the business.
- Proactively work to reduce single points of failure across the team and their dependencies; whilst supporting a shift left agenda.
- Shape projects and support contracts with 3rd parties ensuring support cover is appropriate from a business need and cost perspective.
- Working closely with the rest of the Service Management department and engineering pods to proactively manage backlogs and escalating where necessary.
- Work closely with the Delivery teams to ensure support is considered in future project work.
- Operate in accordance with Chetwood's approved policies, procedures, and processes.
- Management of the Incident (inclusive of Major incidents) process, running critical outages, providing timely communications and owning the root cause analysis process.
- Accountable for effective reporting for Service Operations, with the ability to make data driven recommendations and decisions.
- Join the 24/7 on call Rota.
Skills and Experience
- Team leadership experience and knowledge of building and shaping a high performing team.
- Demonstrable knowledge and experience of ITIL processes including Incident and Problem Management.
- Ideally ITIL and Prince2 Qualified.
- Strong troubleshooting/RCA skills and confident approach to remote support.
- Analytical and methodical approach to incident investigation.
- Excellent communication skills and be able to clearly articulate themselves, both verbally and in writing.
- Must be able to communicate effectively in both technical and business settings.
- Understand and empathise with customer needs and challenges.
- Self-directed and independent worker who can also lead through cross-functional incidents and initiatives.
- Comfortable building collaborative relationships with the ability to constructively challenge.
- Strong judgement, with willingness to take responsibility for decisions.
- Excellent communication skills and the ability to convey information succinctly and concisely to both technical and non-technical stakeholders.
- Excellent interpersonal skills, able to build relationships and work effectively with others at all levels across the business.
What we offer
- A relaxed, sociable and flexible working environment
- Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events
- Competitive salary
- Opportunity to work for a progressive and exciting company
Chetwood Highlights
- Here are just a few examples of what we’ve achieved so far and what’s coming soon.
- Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.
- Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year.
- Launched the LiveLend Reward Loan; the world’s first dynamic loan that responds to improvements in customers’ credit score.
- Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019.
- Launched SmartSave; providing customers with a simple, online savings account at a great rate.
- Launched Chetwood’s very own custom built cutting-edge decisioning tool
- Launched BetterBorrow; a quick and simple loan where customers receive their money in 30minutes or less
- Achieved and maintained an ‘Excellent’ Trustpilot rating from both lending and savings customers.
Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies.
