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Head of Customer Experience and Business Operations

2 months ago

Stirling, Stirling, United Kingdom Diligenta Full time

Job Summary

We are seeking a highly experienced and skilled professional to lead our Customer Experience and Business Support teams. As the Head of Customer Experience and Business Operations, you will be responsible for driving business growth, improving customer satisfaction, and ensuring operational excellence.

Key Responsibilities

  • Lead and Develop the Team: Coach and mentor your team to ensure consistent delivery, governance, risk management, and a unified culture across our operational sites.
  • Oversee Key Analyses: Handle RCA analyses for areas like complaints, repeat contacts, quality outcomes, and notifiable events.
  • Manage Critical Projects: Take charge of crucial projects including notifiable events and audits, both internal and external, aligned with customer journeys.
  • Governance and Controls: Create and implement effective governance and controls across all operations, ensuring they align with strategic corporate goals.
  • Executive Communication: Deliver high-level updates on operational performance and meet all contractual requirements defined by our clients.
  • Deliver Client SLAs and KPIs and Internal Initiatives: Deliver client SLAs and KPIs and internal initiatives and deliver to remediation plans where required.
  • Regulatory Compliance and Risk Management: To be accountable for and ensure all regulation and legislation, including the design and implementation of appropriate systems and controls including Conduct Risk and Consumer Duty requirements, as well as adherence to FCA guidance, internally agreed policies and standards. This includes the identification and implementation of appropriate risk management strategies such as business continuity planning and information security.
  • Continuous Customer Journey Review: Continuous reviews of Customer Journey – identify opportunities & implement solutions to improve overall Customer Journey. Drive initiatives to reduce cost base.
  • Executive Communication and Contractual Fulfilment: Delivering executive level communication on operational performance and fulfil all contractual requirements as defined by our clients.

Requirements

  • Strong Leadership: Be a role model for your colleagues and exemplify Diligenta's values and behaviours.
  • Industry Knowledge: Have a solid technical understanding of the life and pensions industry and its regulations.
  • Analytical Skills: Bring excellent analytical skills and the ability to propose innovative ideas to advance the business in a lean, evolving environment.
  • Organisational Skills: Excellent planning, organisational and resource management skills.
  • Team Management Experience: Proven track record in leading the performance of others at senior level.
  • Stakeholder Management Skills: Ability to interact confidently, productively with key stakeholders.
  • Industry Experience: Overall, 10 years' experience in financial services sector at Senior Level.
  • Qualifications: CII Certified (cleared at least CF1, FA1 or FA2) and signed off as T&C competent.