Manager - Operational Excellence

Responsibilities

• Own and continuously develop the end-to-end Quality Management Framework across Customer Service and wider Operations
• Establish consistent quality standards, scorecards, and governance processes
• Own the CSAT improvement framework and analyze drivers impacting customer satisfaction
• Map customer and operational journeys to identify failure points and simplification opportunities
• Lead and develop a specialist Operational Excellence team of 4-5 employees
• Support adoption of automated QA, speech/text analytics, and AI-supported knowledge management
• Build strong working relationships across Product, Technology, Risk, and Compliance

Requirements

• 7-10 years of experience in Operational Excellence, Customer Experience, Quality, or Business Analysis
• At least 3 years in a leadership or management role
• Demonstrated experience building or managing an end-to-end Quality Management Framework
• Strong experience in Root Cause Analysis and process improvement
• Experience using data and operational insights to drive measurable improvements
• Comfortable working with technology, automation, AI, and CRM platforms
• Experience within fintech, financial services, or technology-led service environments preferred
• Excellent analytical, stakeholder management, and leadership skills