Head of Service Delivery Performance

4 weeks ago

Remote, United Kingdom Equiniti Full time

Management Level

E

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ’s vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary:
Working as part of a wider team, with responsibility for direct reports, you as Head of Function will be a best practice leader in driving, controlling and coordinating all areas of Service Delivery Operational Performance in a complex, multiplatform and legislative environment. This will require liaison with multiple teams across various locations, to ensure all performance tools, measures and reporting measures are achieved, and to support a culture where your direct reports are full of pride and passion for what they do.

Core Duties/Responsibilities:

- Ownership of Capacity and Capability forecasting
- Co-Ordination of Risk, Control and Audit activity
- Daily, weekly, monthly analysation of W, L, P and Pension Accounts performance metrics
- Production of reports outlining results, trends etc
- Liaison with Heads of Service Delivery Functions to ensure expected performance standards are met
- Support Heads of Function in creation of productivity, improvement, training plans and activities
- Ownership of Performance Management tools
- Creation and distribution of metrics, reports
- Lead remediation activity by supporting delivery Heads of Function, creation of plans, tracking, controlling etc
- Attendance at client meetings as required
- Champion continuous improvement as a lead change agent - Co-ordinate, plan and lead multiple activities, to be delivered in parallel with service level agreements and in line with client, budget, quality, and risk requirements. Delivery must also be compliant with tPR and FCA regulatory standards
- Ensure work is managed as a portfolio, which is regularly monitored and prioritised to meet business and client requirements

Skills, Knowledge & Experience:

- Strong experience of delivering Performance Management activities and running a back office operational area
- A strong understanding of UK Wealth, Life and Pension products and Retirement options
- Experience of Risk, Controls and Audit Management - Specialist knowledge of the Retirement Annuity options and wider market knowledge - Self-starting, personally motivated, proactive, self-aware, flexible and adaptable
- Proven success in working through multi-disciplinary teams
- Committed to timely delivery and agreed quality standards
- Focus on the customer journey and continuous improvement
- Excellent communication skills - both written and verbal
- Delivering exceptional customer service
- Ability to develop positive and productive relationships with customers and clients
- Excellent problem-solving, communication and interpersonal skills
- Good people management and interpersonal skills
- Coaching, training and motivation
- Performance management
- Organisational, planning and prioritising work
- Improving standards and developing new procedures
- Established record of accomplishment in defining and documenting initiatives in a cost-effective manner

What We Offer
- Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
- All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.
- Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.
- Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
- Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
- Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
- Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.

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