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Head of Operations Optimisation
4 months ago
18.3.23 Customer Service, Operations & General Management
**Head of Operation Optimisation**
**Just Group**
**Full time (35 Hours per week)**
**Hybrid (London)**
**Who are we?**
We’re a specialist UK financial services group focusing on the UK retirement income market. We’re not your traditional financial services company, and we’re not just looking for traditional financial services people.
We are passionate about our strong purpose of helping people achieve a better later life, and our culture is built around our identity of being Just. We do the right thing in the right way. Collaborating and valuing differences makes us a successful team in which everyone feels included. Our culture, combined with our strong purpose, is one of our key competitive advantages and helps us to make Just an inclusive and great place to work.
In 2021 we were named as one of the UK's 100 Best Large Companies to Work For. Alongside this, we were also recognised in the following Best Companies categories: Financial Services' 30 Best Companies to Work For, London's 75 Best Large Companies to Work For, South East's 100 Best Companies to Work for and Northern Ireland's 10 Best Companies to Work For.
**About the role**:
To oversee the Retail Customer Service optimisation team to manage core processes and support the transformation activities and insourcing projects. Managing the CS MI, Insights and reporting activities and the development of the Data Ownership framework. Monitoring the operational resilience of CS and identifying areas of improvement. Leading the CS transformation and overall process improvements leading to increased automation and enhanced efficiencies of the overall CS team.
Role Description:
- Lead a team of business analysts to effectively analyse, identify and report on areas of improvement and process optimisation and automation.
- Manage the KPI and SLA design, recording and reporting via the agreed platform.
- Manage the departments governance framework, monitoring the risks events and completion of actions. Providing guidance on how teams can mitigate and reduce the operating risks.
- To ensure that operational BCP processes are maintained and updated to a standard suitable for recovery of the departmental functionality to the level of that prior to the occurrence of the BCP event.
- Support various projects, insourcing plans and product implementation, process changes and ensure process documentation is kept up to date.
- Ensure Voice of the Customer Surveys are effectively managed and action taken on material learnings.
- Support the re-engineering of existing operational processes to align better to the customer journey and focus on CX experience and good customer outcomes.
- Ensuring Treatment of vulnerable customers is embedded and practiced.
- Oversee the RPA development and maintenance.
- To ensure adequate resources are available and aligned to business requirements, including completing relevant succession planning, and contingency planning for unexpected peaks in workloads.
- To ensure a culture of continuous improvement and empowerment exists across the team to help reduce costs, increase productivity and support digital change, business growth, market and customer requirements
- To understand and respond effectively to the changing needs of customers, reviewing and improving the controls that are in place to ensure both internal and external customers are treated fairly and experience good outcomes.
About You
What we are looking for:
- Success in management of the delivery of service excellence and staff development for at least 5 years.
- Proven track record of delivering commercial targets.
- Experience of successful delivery of major projects, innovations and efficiency improvements within a servicing environment.
- Experience of managing for a Third Party Administrator.
- Effective communication using plain English.
- Able to use coaching practices to maximise team’s performance.
- Relationship management - able to manage and work with stakeholders.
- Able to manage teams in range of environments e.g. remote workers.
- Knowledge of people management/employee relations processes.
