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Client Services Transformation Lead

2 months ago

Edinburgh, Edinburgh, United Kingdom Phoenix Group Holdings Full time
About the Role

We are seeking a highly skilled and experienced Client Services Transformation Lead to join our team at Phoenix Group Holdings. As a key member of our Client Services Team, you will be responsible for leading the ongoing development and transformation initiatives for Client Services, embedding a new operating model for annuities, and supporting key strategic projects and change delivery to drive business growth, profitability, and operational excellence.

Key Responsibilities
  • Develop and implement a comprehensive transformation approach for annuities, supporting business growth and profitability in line with the overall organisational objectives and strategy.
  • Identify and prioritise areas that are key opportunities for transformation, ensuring alignment with Retirement Solutions BU's strategy & company goals and objectives.
  • Accountable for the management and implementation of the Target Operating Model for Client Services, providing support and guidance on engagement models and ways of working across all relevant business functions.
  • Accountable for the identification, alignment, and development of key capabilities across annuities, to enable teams and functions to effectively deliver against the annuities strategy in line with the transformation/change portfolio.
  • Enable the successful delivery of change delivery and BAU plans by helping to remove blockers, facilitate implementation, and support the embedding of any organisational change.
  • Collaborate with stakeholders to identify data requirements, to help ensure that accurate and relevant data is sourced for annuities and structured in an efficient way to provide insights and support business decision making.
  • Continuously review and assess the effectiveness of programmatic/project initiatives, making recommendations for improvement and adjustment as necessary.
  • Accountable for ensuring there are defined principles and governance for transformational change for Client Services, ensuring change meets business and technology standards, and that solutions are fit for purpose.
  • Ensure change is delivered within the group change methodology & frameworks within project spend/BAU budget.
  • Deputise for the Director of Client Services as required.
What We're Looking For

We're looking for someone with a strong background in delivering change, knowledge of annuities or pension-related products would be an advantage, but not essential. The role will suit someone who is a self-starter with strong stakeholder management skills, able to be organised with a good attention to detail to ensure all change is implemented safely and on time. Most importantly, we're looking for someone with a great customer-first mindset.

We want to hire the whole version of you. We are committed to ensuring that everyone feels accepted and welcome. If your experience looks different from what we've advertised and you believe that you can bring value to the role, we'd love to hear from you.