|Job Title:||Operational Capability Manager|
|Description:||Operational Capability Manager - Northampton , Northamptonshire
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.
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.
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
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.
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)
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
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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