Operations Manager - Financial Services

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Job Description

What's in it for you

Being a part of M&S is exactly that - playing your part to bring the magic of M&S to our customers every day. We're an inclusive, dynamic, exciting, and ever evolving business built on doing the right thing and bringing exceptional quality, value, service to every customer, whenever, wherever and however they want to shop with us.

Here are some of the benefits we offer that make working for M&S just that little bit more special...

• After completing your probationary period, you'll receive 20% colleague discount across all M&S products and many of our third-party brands for you and a member of your household.
• Competitive holiday entitlement with the potential to buy extra holiday days!
• Discretionary bonus schemes awarded based on how you achieve your personal objectives and our performance as a business.
• A generous Defined Contribution Pension Scheme and Life Assurance.
• A dedicated welcome to our teams with a tailored induction and a wide range of training programmes to develop your skills.
• Amazing perks and discounts via our M&S Choices portal to maximise your financial and personal wellbeing.
• Industry-leading parental, adoption and neonatal policies, providing support and flexibility for your family.
• Access to a fantastic range of wellbeing support for all colleagues including access to our 24/7 Virtual GP and PAM Assist to support you and your family.
• A charity volunteer day to support a charity or cause you're passionate about through a dedicated day away from work.

What you'll do

Your key accountabilities will include

• Support and influence new Financial Services initiatives, campaigns and transformation activity keeping the customer and the colleague at the heart of all conversations and ensuring operational needs and requirements are represented
• Collaborate with stakeholder and partners to develop effective ways of working constantly looking for improvements to develop all aspects of service within Financial Services, and with our partners, to include service delivered across our contact centres, complaints teams via voice and chat, through .com or via the app
• Support the Financial Services operating model and lead continuous improvement of processes ensuring we have the most simple and effective processes, and operating procedures are up to date
• Partner with the retail activity and communications teams to deliver Financial Services initiatives, campaign and transformation communications to M&S Stores when required, and ensuring written communications are delivered right first time
• Support investigations, fixes and remediation on any incidents, escalated issues and complaints with the relevant teams and reacting in the moment to deal with issue as they arise.

Who you are

Your skills and experience will include

• Customer obsessed and always aiming higher, helping others to get closer to customers and put them first
• Able to build strong cross functional relationships, working in collaboration with and influencing a diverse set of internal and external stakeholders
• A problem solver, with experience of developing pragmatic solutions to complex business problems, with a proven ability to identify and influence change
• Comfortable with autonomy and ambiguity, managing and developing your own performance to deliver business objectives
• Strong experience in the use of MS Office applications, with high levels of accuracy and written communication

Everyone's welcome

We are ambitious about the future of retail. We're disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We're transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don't hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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