Customer Success Operations - Manager

The Customer Success Operations Manager will be fully responsible for our internal operations of New Business, including our Team Leaders and frontline colleagues. You will be an experienced, well-organised Operations Manager with a hunger for improving the culture for our people whilst supporting good customer outcomes and driving performance. You will have excellent leadership skills, allowing you to build the capability of our leaders to support our people. To do this, you’ll have a strong track record of leading large operational teams– particularly in financial services – and be able to ensure we manage risks and compliance aligned to the standards we expect. Key Role Lead and motivate the internal operational functions for New Business day to day to ensure that we are supporting the outcomes and enablers as defined by the business to drive success. Support the Team Leaders and drive an improvement in their capabilities to improve both colleague performance and the culture of operations in New Business.Development of our New Business thinking, maximising new technology to reduce demand, cost to serve, whilst maintaining a high value service to customers. Supporting performance across the following lines of business: New Business processes Inspiring our team members to be the best they can be, by innovating the employee journey utilising effective training and coachingEmpowering our team members to embrace change, creating an agile workforce that can evolve in an ever changing environmentEnsuring the business operates within the company’s mission, vision and people promisesLiaising cross functionally to empower the right customer outcomesWork closely with risk and compliance to ensure that the appropriate actions are in place and delivered operationally to ensure we are compliant with our regulatory obligations. Ensure core systems and relevant procedures are updated to reflect the businesses ongoing requirements. Support an improvement in engagement and development opportunities for the colleagues that work as part of our structure.Maintain key relationships with internal stakeholders as it relates to the Operations strategy. Instill trust enabling an agile team that embraces change and adapts to the demands of the business. Represent the Head of Customer Success Operations at appropriate meetings/events (where required). Technical Skills, Qualifications & ExperienceStrong track record of leading large operational teams through periods of transformation and operational change Commercially aware, with an understanding of the internal and external environment Ability to adapt leadership styles to suit the needs of stakeholders and team Track record of leading commercially led functions in New BusinessExcellent communication skills and extensive people management skillsStrong problem-solving skills, computer literate, including Microsoft Office and required Operational software Adaptable to change, able to act as an ambassador and lead on change projects.Proven track record of delivering resultsStrong decision making skills with the ability to take action, effectively plan and prioritise projects as appropriate Background of leading teams in the financial services or insurance industry (regulated environments) Line Management Responsibilities Performance & Development Reviews Lead annual and interim PDRs, set and review objectives, and identify development requirements. Performance Management Monitor individual and team performance, address concerns promptly, and deliver ongoing, constructive feedback. Building Effective Teams Foster a collaborative, inclusive environment, optimise team strengths, and promote engagement and morale. Conflict Management Recognize early signs of conflict, resolve minor issues through active mediation, and escalate complex matters appropriately. Regular One-to-One Meetings Conduct consistent one-to-ones to review performance, wellbeing, and development, with clear documentation and follow-up. Development & Talent Support Encourage continuous learning, recommend relevant training, and identify high-potential individuals for advancement. Probationary Management Carry out structured probation reviews, provide transparent feedback, and recommend confirmation, extension, or termination decisions. General People Management Oversee team administration, support employee wellbeing, and manage minor HR issues in consultation with HR as necessary.