Student Veterans of America Jobs

Job Family: Customer Services

Req ID: 412771

Join our Siemens Financial Services (SFS) business as the Head of Operations. This is a critical role in the strategic leadership of the Operations function of SFS UK Commercial Finance (COF) delivering class leading service on customer payouts of c£3-4m a day, customer services and back office operations activities. This is over the wide range of products we offer as well as transaction sizes ranging from smaller ticket “flow” business to bespoke multi-million pound solutions and complex financing structures.

Reporting directly to the CFO, you will be responsible for the service delivered to both Customers and Partners whilst driving continuous improvement to maximise efficiency and productivity primarily through digitisation and the proliferation of cutting-edge technologies such as AI integrated chatbots, but also through simpler methods such as OCR and RPA.

This is an SMCR role and is a key leader in the business sitting on the Operational Management Team with high visibility to key stakeholders including CEO, CFO, CRO, Head of Sales as well as regional equivalents. Strong leadership skills are therefore essential around communication, stakeholder management and being able to devise, articulate and deliver the strategic plan for operations.

Further, this role will work with the Leadership team to set the strategic direction and deliver the wider business strategy. A strategy that focuses on not only financial ambitions but also non-negotiable EDI and sustainability drivers key to our long-standing culture.

You will be based out of our Stoke Poges office 2-3 days per week.

Change the future with us.

· Leading all Operational teams of c.50 people. 4 Direct reports with management responsibilities and Team leaders below them.

· Maintaining over 90% same day payment turnaround, 24 hr customer response times and call pick up rates of over 90% within 2 minutes.

· Budgetary responsibility over Operations and facilities encompassing c.£7m of cost.

· Providing coaching and guidance for the Operations management team, facilitating their development within the company. Ensuring succession planning at all levels and key roles.

· Working closely with other Senior management team members in the business to ensure seamless delivery of service to Customers and Partners.

· Playing an active role in cross functional projects and initiatives, supporting the delivery of business wide objectives within budget. Including the successful implementation and post-implementation support for the Contract Management System due to go-live in April 2024 and the subsequent post go-live “Hypercare” phase.

· Providing leadership in the delivery of operational excellence in the Operations team, reporting on progress on a regular basis with action plans to address negative variances along with executable strategy to address.

· Driving process improvement to increase service levels and improve productivity.

· Developing and maintaining the resourcing strategy for the department as whole to meet OPEX targets. As well as driving change across the whole organisation driven through Operational excellence and efficiencies.

· Developing the roles and people within the operations structure allowing mobility of resource within the function to enable seamless delivery of our services at all times.

· Responsible for ensuring all compliance guidelines, both internal and external are met and can be evidenced in line with Siemens compliance framework, SMCR and regulatory environment.

· Providing summary overview of Operations, with supporting KPI to the managing board in a timely manner.

· Updating the business on Operations performance and initiatives as part of the monthly Channel reviews.

What you need to make real what matters:

· Experience of running cross functional teams in a high value and transactional environment, with a proven track record of quality control, process improvement and consistent delivery.

· Stakeholder management and communication skills across the Siemens Hierarchy.

· Proven, recent and relevant, digitisation capabilities and change management.

· Experience of leading large teams within a matrix organisation. Clear leadership philosophy aligned to core company values.

· Effective management of remotely based teams working in a Hybrid post-covid office environment.

· Customer centric view with excellent communication skills.

· Ability to manage customers and partners creating opportunities to exceed expectations.

· Good commercial acumen with basic leasing knowledge including data protection and regulatory, advantageous.

What can we offer?

• Performance-Based Bonus: Enjoy an annual bonus linked to individual and company performance

• Flexible Working Hours: Achieve a healthy work-life balance with our flexible working arrangements

• Pension Plan: Secure your future with our generous pension scheme, with employer contributions up to 10%.

• Time Off: Recharge and rejuvenate with 26 days of annual leave (plus bank holidays), and the option to buy or sell an additional 5 days.

• Private Healthcare – Free BUPA plan, plus subsidised healthcare for immediate family members

At SFS, our people are our most important asset, and what matters to them matters to us! We are committed to driving positive change in society and the workplace. Watch our video to find out more - https://www.youtube.com/watch?v=wqSNxhZnA3s

We value your unique identity and perspective and are fully committed to providing equal opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us!

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