Vanquis is the largest dedicated specialist ‘low and grow’ credit card issuer in the UK. We serve customers who are sometimes excluded by the bigger high street banks, which makes us unique. We try to improve the finances of our customers and in improving this we put them on a journey to potentially better lives. Since 2002 we’ve grown from a business run by only two people, to a thriving bank with over 1,600 colleagues in three locations across the UK – Chatham, Bradford and London.

We’ve achieved some amazing results and are proud of how we’ve helped over 4 million customers since 2002.

Your Team and Role

We’ve got a number of Operations Manager opportunities available across various teams. As a role model for what our Operations Leadership Team stand for first and foremost you’re a leader of people. You’ll help put our colleagues on a path to a better career. You’ll improve team capabilities and create a culture that fosters personal development, responsibility and accountability.

With your peers you’re responsible for the day to day heartbeat of the Operation. You’ll help define and will own the KPIs and SLAs that tell us when we’re performing amazingly and when we need to improve.

You’ll also need to play the long game. That means identifying and implementing significant change opportunities to make the Operation fighting fit and provide human experiences for our Customers. Your strategic and commercial awareness, coupled with knowledge of technology trends and regulation, will keep Operations evolving.

Will you thrive?

As a deputy for the Head of Department this is a challenging role that will sometimes push you into the unknown but equally give you valuable experience to support your career development. You might not think that you’ve got everything we’re looking for but don’t let hold you back, show us what you’ve got!

• Act as single point accountability for the day to day management of the Department and broader team to ensure the daily running of the site/s is consistently meeting agreed service levels.
• Deputise for the Head of Department and act as second in command, providing direction within Steering Committees when required.
• Lead the culture within the Operation to ensure it is aligned to our values.
• Responsible for driving performance through inspirational leadership, creating an innovative culture by continually up-skilling the capability of Team Leaders.
• Oversee governance and compliance with regulatory and legislative requirements and all internal policies, including the confidentiality of information.
• Support the Head of Department in the development and implementation of longer-term enhancements to improve the performance of the function.
• Take a lead on identifying and driving down customer friction.
• Delivery of performance at the optimal cost. Identify business improvement opportunities to realise cost efficiencies and/or improve the customer journey, presenting well thought through ideas and results to key senior stakeholders.
• Own the quality agenda within the department, taking a pro-active lead where there are emerging trends to ensure these are addressed.
• Responsibility for maintaining high morale and motivation within the department through effective role modelling behaviours.

What’s in it for you?

• Because our people do such a great job, we’ve put together an attractive, competitive salary and benefits package for everyone including; generous holiday entitlement; participation in a discretionary bonus scheme; pension scheme; share purchase plans; private medical cover plus many more
• Opportunity. You’ll be part of a dedicated management team offering both career development and advancement.
• There are numerous social and sporting occasions at Vanquis and we also offer volunteering and fundraising opportunities through our Active Community programme. You can find out more about what it’s like to work at Vanquis from our Instagram page.