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Service Transformation Manager
3 months ago
Excited to grow your career?
Our purpose is to 'empower people to save and invest with confidence'. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.
About the role
We're looking for an experienced Service Transformation Manager to support the Head of Service Transformation to transform and deliver a market leading client service experience across all channels and touch points.
What you'll be doing
- Identifying and implementing solutions, through collaboration across service with teams and leaders and in the wider business to ensure opportunities are scoped and sized
- Using data insight to define clear business case presenting to senior leaders.
- Act as a key point of liaison for the functions of service
- Ensure operational risks are appropriately tracked and managed with clear ownership.
- Track and monitoring the benefits of the solutions and presenting information to senior leaders
- Support the delivery of the strategic plans within Service
- Collaborating with the agile working teams to prioritise and deliver changes
- Document how services operate and how they are supported by systems and people
- Lead service design improvement delivery
- Ensure adherence to service governance
- Continuous development in service design
About you
- Sound technical background of contact centre technology
- Experienced in lean and standardised processes
- Knowledge and awareness of external digital trends and patterns
- Understanding of business drivers, KPIs, stakeholder motivations and commercial metrics
- Experience of delivering complex change with multiple stakeholders
- Ability to manage multiple stakeholders and deferring levels in varying teams.
- Collaborate effectively to deliver transformation with the operations and tech
- Ability to quickly and effectively build internal and external networks
- Ability to communicate confidently and clearly
- Strong transformation/capability ownership
Interview process
- 2 stage interview process
Working Pattern
- Monday
- Friday 37.5 hours per week. Hybrid working available from our Bristol Office, BS1 5H
Why Us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos.
What's on offer?
- Discretionary annual bonus & annual pay review
- 25* days holiday plus bank holidays and 1day additional Christmas closure time
- Option to purchase an additional 5 days holiday per year
- Flexible working options available, including hybrid working
- Pension scheme up to 11% employer contribution
- Sharesave scheme have a real stake in HL's future
- Income Protection & Life insurance (4 x salary core level of cover)
- Health care cash plans including optical, dental, and out patientcare
- Gympass gym memberships and wellbeing apps available
- Variety of travel to work schemes with free bike storage and shower facilities
- An inhouse barista serving subsidised coffee and snacks
- Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
- LifeWorks Discounts on services, restaurants and retailers
- This role may also be available on a flexible working or part time basis please ask the Recruitment & Onboarding team for more information._
