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Complaints Operations Manager

1 month ago

Midlothian, United Kingdom Sanderson Full time

Who are Diligenta?

Diligenta's vision is to be acknowledged as best in-class platform-based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

The Opportunity

Due to internal progression and company expansion, we are now looking for a Complaints Operations Manager to join our department to direct the delivery of performance to meet the needs of the Customer Services business, providing effective leadership for the function and participating in business strategy and projects as a key member of the senior management team.

You'll be:

  • Optimising resources in the teams to ensure SLAs and KPIs are met, using data to improve performance in line with the Diligenta vision.
  • Working with peers to proactively identify opportunities and innovations in the end-to-end customer journey to improve customer experience whilst reducing the operational cost base.
  • Improving colleague experience through enhanced management support and communication. Delivering improvement against data led plans, informed, and checked by colleague engagement surveys.
  • Implementing meaningful development plans and ensuring effective succession planning activity is in place.
  • Operating effective operational controls and ensuring risks are understood and proactively mitigated.
  • Delivering to agreed financial budget and FTE numbers for own cost centre.
  • Ensuring 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.

You should apply if you:

  • Have proven experience within a Line Management position within Financial Services
  • Can display outstanding skills within Stakeholder Management, People Management, and Planning and Organisation.
  • Have experience of driving improvements involving process, people, and technology.
  • Have excellent written and communication skills.

The Perks

  • 25 days holidays + 8 bank holidays
  • Discretionary annual bonus
  • Company pension scheme membership
  • Gain professional accreditation on completion at no extra cost through our bespoke 24/7 professionally accredited online learning and development tools
  • Access to our Confidential Helpline is available to be used by you and your family
  • Develop your career through a wider global organisation of the TCS family

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