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Monday, 21 May 2018 02:54 GMT

Job Details

Job Title:Operational Capability Manager
Description:Operational Capability Manager - Northampton , Northamptonshire Company Information Our client was founded in 1966 and is the leading credit card provider in the UK with 8.4 mln customers. 1 in 5 credit cards in the UK are issued by our client. Role Purpose Responsible for specific products and services, in terms of: Implementation of small and medium changes to new products and services Assisting in the implementation of major changes to products and services Resolving product and service failures by identifying root causes and putting resolutions in place Managing effectiveness metrics of projects, products and services Monitoring capacity and capability of technology supporting products and services, ensuring that preventative measures are in place to avoid capacity or service issues Endorsing system parameter changes where they impact customers, products and services Supporting the implementation of continuous improvement approaches, including Lean Measuring efficiency and cost savings through continuous improvement methods To ensure that internal controls are in place to safeguard the customer experience To ensure products and services comply with external regulatory requirements. Principal Accountabilities Strategy 20% To assist in identifying elements of competitive advantage/disadvantage for the product set within specified market segments To support the development and delivery of the STP and MTP To assist in devising and developing approaches that are optimal in delivering high Operational Capability and that are reusable, adaptable and transferable. Planning & Execution 70% Delivery of revenue, cost and KPI targets for the product set Monitoring product performance to ensure proactive and remedial recommendations are taken to the BPU Performance Boards for approval to ensure achievement of results Implementing necessary changes to the product set to meet regulatory and compliance requirements Management of all 3rd party supplier/partner relationships relating to the product set Monitoring service level agreements and resolving operational service issues as they arise Identification of enhancements/ developments and delivery of cost reductions Resolution of day-to-day queries regarding the product set Working closely with customers and colleagues to review performance of the existing product set and identify and recommend new concepts/enhancements Leadership 10% To provide clear direction to Colleagues and suppliers through the setting of clear objectives and requirements Occasionally will manage others through matrix structure To pursue own development to increase personal effectiveness, acknowledging strengths and areas of development To deputise for Senior Product Managers in their absence. Candidate Specifications Technical Skills/Competencies Product management skills Project and change management skills and experience Strong customer awareness An ability to rapidly get to the root cause of a problem and identify actions to resolve Good knowledge of supplier, partnership alliance options, structures and processes Communication, presentation and ability to gain commitment from senior stakeholders Ability to manage relationships and work effectively in a matrix Strong commercial and financial skills including commercial negotiations and development of internal/external suppliers/partnerships relationships Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies) - Essential Good knowledge of the payment card business Good knowledge of project management tools and techniques Experienced in implementing new products and services Familiar with Value Based Management (VBM) principles Good knowledge of regulatory and governance standards Knowledge of corresponding competitor products, their capabilities, pricing, brand and reputation Experience, qualifications and other requirements specific to the role Customer orientated – understands how our internal activities affect our customers Strong and proven track record in Product Management & Project Management at a senior level Knowledge of our products and services, the minimum requirements for them and how they have been implemented on our technology platforms Experience of continuous improvement and problem solving techniques Key Issues over the next 12-24 months Deliver existing product service and financial performance Enhance existing products and services to meet our customers’ ever increasing expectations Identify and implement solutions that result in smarter ways of working Additional details of exceptional aspects of the demands of the role Deadline driven therefore flexible approach to working hours required Excellent communicator The Company Values: of particular importance to this role Make our company a great place to work Pride in our business; openness and honesty; being clear on expectations of others; recognising achievements of others Seeing the world through our customer’s eyes Understanding our customers’ needs; understanding how our internal actions impact our customers experience; listening to customers; enjoy dealing with customers; getting pleasure from resolving customer issues. Great leadership and teamwork Putting the overall goals of the business ahead of own agenda; working with others; speaking up and challenging; taking ownership for resolving issues. Delivering on our promises Action orientated; realistic in what can be achieved; delivering to deadlines; effective communicator. High performance and great behaviours driving exceptional rewards Constantly looking for ways to improve our products and services; seeking continuous improvement in everything we do; not tolerating waste. Respect, trust and integrity Understand the impact on the company’s reputation of all activities; be open to challenge and be prepared to challenge others; respect others.
Salary Range:£28000 - £45000/annum bonus,
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