Operations Manager

Company Description/ Business Unit

Job Title: Operations Manager

Location: Oldbury / Cheadle – Hybrid (3 days per week) Employment Type: Permanent

AA Summary

Assuming The AA is just about roadside help? There’s more to us than meets the eye.

The AA is one of the UK’s most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance, financial services to insurance and driving lessons. Our mission is to help keep Britain moving, and we’re looking for dedicated individuals to join our team. Are you ready to join?

This is the job

As a Complaints Operations Manager, you will be at the forefront of driving excellence in our complaint handling operations. You'll lead the charge in creating a high-performance culture, ensuring our products and services meet regulatory standards across multiple channels. Your role will involve inspiring and motivating teams to reach new heights in engagement, operational performance, and customer satisfaction. Collaboration with key stakeholders will be essential as you work to deliver exceptional customer outcomes. If you're passionate about quality and have a talent for leading teams, this is the perfect opportunity for you!

What will I be doing?

• Lead a dynamic team of over 50 FTEs to manage end-to-end escalated complaints, ensuring risk management and adherence to regulatory requirements.
• Coach and mentor Team Leaders to drive exceptional business performance and customer outcomes, aligned with Consumer Duty requirements and balanced scorecard metrics.
• Develop and implement strategies to foster outstanding employee engagement, focusing on attracting, developing, managing, and retaining top talent.
• Shape and execute the operational strategy to meet complaint performance and customer service standards, ensuring compliance with regulatory and customer outcome requirements.
• Plan and forecast operational resources to maintain high service standards across multiple channels while minimising costs.
• Ensure the department achieves quality outcomes, including customer satisfaction, NPS, and CSAT scores, while complying with regulatory requirements.
• Identify and recommend process improvements through MI, analysis, and feedback to enhance the customer experience and achieve business objectives.
• Champion the Training and Competence framework, embedding best practices and managing underperformance effectively.
• Provide comprehensive reporting and management information to the Head of Complaints and relevant business forums on the progress and performance of the complaint’s operations teams.
• Collaborate with teams and key stakeholders to manage change effectively and ensure full integration.
• Deputise for the Head of Customer Solutions as needed.
• Assess and escalate key risks and issues in a timely manner, following the company's risk and issues process.
  
  

What do I need?

• Proven experience as a Complaints Operations/ Senior Manager in a large-scale operational environment.
• In-depth knowledge of organisational effectiveness and operations management within a regulated area.
• Expertise in budget development and oversight, with familiarity in business and financial principles.
• Strong stakeholder management skills, with the ability to collaborate across multiple business areas.
• Proficient in budgets, forecasting, and metrics, with excellent analytical skills.
• Effective communicator at all organisational levels, with strong interpersonal skills to influence others.
• Experience in Financial Services or other service industries, with excellent people management skills in a regulatory context.
• Proven track record in delivering against FCA complaint handling rules and understanding consumer duty principles.
• Continuous improvement mindset, open to learning new skills and product knowledge.
• Ability to build strong networks and influence upwards, with a knack for motivating and developing teams.
• Commercial acumen and results-driven approach.
• Inspirational leader, capable of developing team managers to achieve performance goals and career aspirations.
• Self-motivated with a drive for personal development.
• Effective presentation skills and a creative, solution-oriented mindset.
  
  

Additional information

Benefits

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
  
  

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.