About This Role

• Ensure that contractual (e.g. SLA) and non contractual (e.g. NPS) measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered through the effective management of resource and processes within the SSAS journey and through the ongoing monitoring and improvement of this areas performance
• Ensure that the niche SSAS journey operates on a robust, well controlled basis with effective management of controls and risk.  Work with Risk, Compliance and Internal Audit teams to ensure that this journey continues to be managed in accordance with regulation, client standards and any other frameworks as appropriate
• Through analysis of MI, data, complaints trends, TNPS scores/comments, feedback and other sources of insight, identify continuous improvement activity and take action to deliver this activity where required
• Deal with escalations arising for all work within the team ensuring the Trustees/Clients escalations are resolved to a satisfactory manner
• Plan the use of and optimise the resources of the team to match business objectives, implementing standard processes and ensuring statistics are available for workload to be managed proactively and efficiently within budgets
• Actively manage, coach and appraise the performance of all team members, resolving performance issues promptly and providing the climate and motivation that encourages all team members to deliver to their full potential.  This will include continual review of team achievements against objectives, to identify variance with target and be proactive in taking appropriate action to ensure delivery
• Ensure that the team adheres to defined complex practice and procedures to maintain consistent and compliant quality of output in line with Company, Industry and legal requirements

• Strong Communication and relationship skills
• Commercial knowledge
• Legislation/regulations
• Strong organisation, planning and prioritisation skills
• Well-developed analytical and creative skills to aid problem solving and decision making
• Strong customer service skills 
• Excellent knowledge of MS Office applications
• Ability to negotiate and influence at all levels
• Strong people leader
• Flexibility and adaptability
• Ability to demonstrate the Diligenta values of Integrity, Respect for the Individual, Leading Change, Learning and Sharing and Excellence
• GSCE Maths and English CF1, FA1 and FA2
• Pensions Knowledge

The hiring manager to contact is: Jennifer Treasure Email: jennifer.treasure@dgaviva.com

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