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Operational Excellence Specialist

2 months ago

London, Greater London, United Kingdom Belmont Green Finance Limited Full time
About the Role

Belmont Green Finance Limited is seeking a highly skilled Service Delivery Manager to support the management and oversight of our outsourced provider of savings administration services. As a key member of our team, you will be responsible for ensuring delivery of a high-quality customer journey and good customer outcomes.

Key Responsibilities
  • Support the delivery of high-quality operational performance.
  • Identify opportunities to improve service delivery.
  • Work within, help develop and refine operating and governance framework.
  • Measure customer outcomes through feedback, quality assurance and thematic reviews to inform product design and governance.
  • Work with the Complaints function to conduct root cause analysis of customer complaints and feedback to evidence learning.
  • Carry out quality assurance on outsourced provider to ensure operational standards are met and identify improvements needed.
Additional Responsibilities
  • Support development and implementation of the Retail Savings strategy to deliver business plan objectives and strategic priorities.
  • Make changes to the Retail Savings proposition, reflecting emerging themes and best practice in the savings market including an understanding of the competitive and regulatory environment.
  • Work on several projects in parallel with appropriate prioritisation applied.
Risk Management
  • Administer risk management framework relating to conduct and operational issues for savings.
  • Document identified risks, monitor resultant actions and control effectiveness.
  • Provide a 1st line control function, working closely with second and third-line assurance functions to evidence that oversight, management actions and controls are effective.
  • Maintain an understanding of relevant compliance and regulatory issues.
Requirements
  • Proven track record of working in a Commercial and/or Operational function in the UK Financial Services industry, preferably within Retail Savings.
  • Proven ability to work on own initiative, solving problems where necessary, but ensuring collaborative approach to deliver high-quality operational performance and customer journey.