Diligenta Careers Internal

About This Role

Summary of the role

The Department Manager will have responsibility for leading their department through 7 direct reports and reporting into the Head of Operations. Responsible for setting strategic direction and working in collaboration with other Department Managers and stakeholders across Customer Operations to ensure end to end delivery of a world class customer experience.

They will create a high-performance culture and set the tone by leading by example. They will have a growth mindset and will create value in the business by engaging our people, through Continuous Improvement.

They will be equally passionate about Customers and Colleagues. Through engaging their people, they will ensuring good customer outcomes. They will celebrate success and lead improvements when poor customer outcomes are experienced.

All Senior Leaders must maintain a good working knowledge of applicable FCA principles, specifically including (but not limited to) Consumer Duty and the fair treatment of vulnerable customers to ensure good customer outcomes are at the heart of our culture and all roles and activities.

Please be aware this is a maternity cover expected to October 2026.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you’ll be doing

Improve colleague experience through enhanced management support and communication. Deliver improvement against data led plans, informed and checked by colleague engagement surveys. Implement meaningful development plans and ensure effective succession planning activity is in place.
Ensure sufficient risk and control frameworks are in place, adequate processes, controls and systems are established and to maintained to provide continuous monitoring of functional and department performance.
Develop self by understanding own gaps and creating opportunities to improve and mitigate.
Ensure that the team adheres to defined practice and procedures to maintain consistent and compliant quality of output in line with Company, Industry and legal requirements.
Drives a culture of acting in our customers best interests, driving good customer outcomes and taking action to reduce poor customer outcomes.
Leads the operation through transformation activity (e.g. migrations) creating engagement from the team and minimising disruption to service.
Enables efficiencies and improvement to service through the embedding of Operational Excellence.
Ensures that the business area achieves performance targets/service levels and standards, ensuring regulatory compliance and legal obligations are met in line with quality expectations.
Implements service improvement that are informed by customer outcome monitoring, data and analytics.
Coach, mentor and develop direct reports to ensure effective and consistent delivery, customer centric decision making governance, risk management, and a shared culture.
Contribute to the evaluation, development and implementation of the account strategy to develop and maintain culture and behaviours that support the overarching Diligenta strategy.
Ensure compliance with industry and corporate requirements for FCA, DISP, SM&CR, AML, DPA and HMRC regulations and to ensure good customer outcomes are driven in line with the new consumer duty.

What we’re looking for

CF1, FA1, FA5 or FA2 are desirable
Previous experience in delivering an outstanding customer experience at management level
Previous experience within Financial Services would be beneficial but is not essential
Customer at the heart
Planning and Organising
Managing resources
Process skills
Strong Leadership
Communications and Relationships
Process & system knowledge
Product knowledge
Commerciality
Operational Excellence / Continuous Improvement

The hiring manager to contact is: Stuart McDonald HM Name Email: stuart.mcdonald@diligenta.co.uk

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Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

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Department Manager

About This Role

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