About This Role

Summary of the role

What you will be doing

• To be jointly responsible with the wider account Operational Leadership team for the overall performance of a Operations / Customer Services area and for helping to shape and deliver the operational plan for the client account. To recognise the needs of clients, customers and distributors and ensure service delivery is continually responsive to these.
• To work with and manage operational delivery of back office outsource business partners, ensuring continued excellent service delivery, on target delivery, accurate forecasting, including the negotiation of service agreements, and the establishment of delegated authorities. To positively represent operations to external parties, such as potential or existing customers, IFAs, or tied partners, as required.
• To lead and manage an Operations / customer service business line in the delivery of excellent service to all customers and clients, aligned to the agreed strategy and the needs of the Operations function as defined by the agreed service contracts. This includes developing and enhancing operational solutions in close conjunction with the broader areas of the business and the client and ensuring the smooth and efficient implementation and servicing of new propositions, products or changes.
• Operate as an effective member of the account Operations senior leadership team recognising that your business area contributes to the performance of the wider Operations business unit, being accountable to the Client Lead for all aspects of service delivery in respect to your line of business and to manage the operational area in line with agreed budgets and targets. Ensure a customer and service based culture is consistently and effectively adhered to thought activities including employee engagement programmes, performance management standards, and talent and leadership development. Ensure service delivery reputation enables the positions and promotion of the Diligenta employer brand as a major UK outsource provider.
• Responsible for all aspects of performance of Operations / Customer Services against which the role is aligned including delivering the customer experience and experience of Operations people, quality and productivity. To be responsible for delivery of the Operations strategy in respect to your business unit and to actively manage relationships with key stakeholders and clients relevant to your business area and more broadly on behalf of the client account CS teams as necessary, through the agreed channels. Assume joint responsibility together with the other members of the client account senior management team for the pursuit of new business opportunities, change management and providing development for the management team in effectively managing change and handling resistance to change. Where appropriate and relevant to provide senior oversight to operational change projects, or attend project boards to represent operations, as required.
• To lead, develop and direct the customer services team, by appropriate performance management and development standards and practices and by continuous and active employee engagement and to build long term operational capability through robust and effective recruitment, training and process management to flexibly meet business plans.
• To drive the delivery of improved and cost effective service for both the book within the operational line and to improve the efficiency and effectiveness of the operation in line with the needs of business, including the implementation and adherence to the site strategy.

What we are looking for

• Planning and Organising
• Managing resources
• Process skills
• Managing People
• Communications and Relationships
• Analytical skills
• Process & system knowledge
• Product knowledge
• Commercial Knowledge
• Knowledge of Legislation/Regulations

• Minimum of 2 years in a line management role ideally within Financial Services

The hiring manager to contact is: Deborah Salmond Email: deborah.salmond@diligenta.co.uk

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