Posted Position Title Operations Manager – GE Capital Direct

Job Number 1899955
Business GE Capital
Business Segment Capital - International
About Us GE Capital International is a leading, global provider of specialist finance to the mid-market, with headquarters in London and serving customers from 26 markets across EMEA and Asia Pacific.

With over 27,000 employees and revenues of $12B, GE Capital International is focussed on driving growth in its core commercial leasing & lending products and markets. It provides mid-market customers with a wide range of financing solutions including accounts receivable management, inventory finance, asset backed lending, cross-border financing, leveraged finance, leasing/vendor finance and fleet management solutions.

GE Capital International focuses on sectors where it can share GE's 130+ year industrial heritage with customers – energy, healthcare, transportation, power & water, aviation, oil & gas. Through its ‘Access GE’ programme, GE Capital gives customers access to GE’s experience and expertise to help solve their business issues and challenges.
As part of GE Capital International, GE Capital UK enables customers to efficiently and successfully run and manage their operations every day, providing finance to almost 40,000 UK businesses and keeping some 46,000 drivers on the road.
With major offices in Bristol, Manchester and in the London area, GE Capital is a leading provider of specialist finance, providing a wide range of solutions including invoice finance, inventory finance, ABL, cross border finance, leveraged finance, equipment leasing, vendor finance and fleet management. GE Capital Direct, part of GE Capital UK, is our new online savings bank. GE Capital Direct offers a real alternative to the high street banks, offering UK savers a simple way to save supported with first class customer service.
For more info, visit www.gecapital.eu.

GE is committed to diversity. We aim to employ the brightest minds in the world to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles - people like you …

Connect with us! GE Capital provides all the latest news and career opportunities directly to you via Twitter @GEEuropeCareers or on LinkedIn at GE Capital Careers UK. You can also find out what it's like to work with us in this video - Youtube

Career Level Experienced
Function Financial Services Operations
Function Segment Account Services
Location(s) Where Opening Is Available United Kingdom
City London
Postal Code W6 8BJ
Relocation Expenses No
Role Summary/Purpose The GE Capital Direct Operations Manager will be responsible for successful management of the daily activities and service level performance of the outsourced operational activities, supporting the development and maintenance of the operational capability to undertake regulated deposit-taking activity and report into the Retail Deposits Leader
Essential Responsibilities Responsibilities and deliverables include:

Operational performance – maintain regular tracking metrics of operational and servicing performance, make recommendations and support the development of corrective actions and/or initiatives where appropriate to respond to this. Work closely with Deposit Product team to identify likely impact of different product initiatives on customer services through third party provider.
Operational and servicing design – support the ongoing development and refinement of operational and servicing capabilities to anticipate/respond to customer demand, industry trends, and regulatory change, through the provision of analysis and insight of those different sources of information. Identify opportunities & implement changes to optimise customer onboarding & servicing experience (online and off-line) and operational efficiency.
Monitoring activity – design and perform (including onsite at outsourcer) first line monitoring activity to provide assurance and quality review of key operational and outsourced processes e.g. Complaint Handling reviews; Quality Assurance testing including call reviews; Customer Journey Reviews; Risk based process reviews to ensure processes of third party provider meet standards satisfactory to both GE and the regulators.
Change control and user experience testing – ensure adherence to robust change control protocols providing effective challenge, impact assessments and co-ordination, including robust business UAT and delivery to meet agreed business deliverables.
Operational procedure assessment – maintain and keep up to date process and procedure documentation (including standard operating procedures and operational manuals) and servicing related customer communications for Deposit-Taking Operational activity. Undertake regular assessments of Operational business continuity and disaster recovery arrangements. Support required submissions/reporting to the FCA relating to operational deposit-taking-activity (e.g. FSCS SCV testing/DISP reporting).
Operational risk management –manage segment operational risk framework and support response to performance trends. Maintain existing and establish new key risk and control indicators and associated dashboards/metrics to support this process. Own segment risk event and issue reporting and support risk event and issue management
Customer treatment and relationship management – ensure appropriate priority is given to customer needs to enable the business to perform in a customer centric manner adhering to the bank’s Treating Customer Fairly standards at all times. Handle customer complaints escalated from third party provider as first point of contact, including direct customer contact where necessary. Work closely with the Deposit Product and Marketing teams to identify, develop and implement strategies to grow and retain customer relationships. Support optimisation of customer servicing communication opportunities.
3rd party interaction - Participate in regular operating rhythm with third party provider, owning and implementing appropriate follow-up actions, and tracking timely delivery of actions owned by third party provider. Act as an interface with third party provider and other bank functions, to ensure regular flow of communication, and that bank requirements are met.
Qualifications/Requirements  Experience of working in an operations function in a retail financial services environment
 Strong customer focus, operational process improvement and control mind-set with understanding of measurement techniques for Operational, quality and risk monitoring activities
 Good knowledge of UK regulatory requirements
 The suitable candidate will be able to demonstrate an understanding of the need to balance commercial and operational and regulatory risk
 The role holder will possess outstanding project coordination, organisation and execution skills with experience in managing projects and have a proven track record in working within a project team.
 Strong evidence of working with multi-stakeholder teams with internal and external resources.
 Self-motivated individual with the ability to energize others
 Established credibility and experience interfacing with all organisational levels
 Self motivated individual with ability to work under tight deadlines and to prioritize under pressure
 Proven analytical capability
 Highly articulate and confident presenter and communicator
 Strong written and verbal English communication skills