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Lead Customer Experience and Operations for M&G
2 months ago
About Diligenta
Diligenta is a leading provider of life and pensions administration services, committed to delivering exceptional customer experiences and driving operational excellence for our clients. We foster a collaborative and supportive work environment where employees feel valued and empowered to contribute their best.
Summary of the RoleAs Head of Customer Experience and Business Support, you will play a pivotal role in shaping the customer journey for M&G, ensuring seamless service delivery and continuous improvement. You will lead and inspire a team of dedicated professionals responsible for training, coaching, quality assurance, oversight, and recruitment across all operational areas.
Key Responsibilities- Team Leadership and Development: Cultivate a high-performing team environment by providing guidance, mentorship, and ongoing development opportunities. Foster a culture of collaboration, accountability, and continuous improvement.
- Operational Excellence: Oversee key performance indicators (KPIs) and implement strategies to enhance operational efficiency, reduce costs, and improve customer satisfaction.
- Risk Management and Compliance: Ensure adherence to regulatory requirements and industry best practices. Implement robust risk management frameworks to mitigate potential issues and safeguard client data.
- Customer Journey Optimization: Conduct regular reviews of the customer journey to identify areas for enhancement. Develop and implement initiatives that streamline processes, improve communication, and create a positive customer experience.
- Stakeholder Management: Build strong relationships with key stakeholders, including clients, internal teams, and regulatory bodies. Effectively communicate operational performance and address any concerns or issues promptly.
We are seeking a highly motivated and experienced leader with a proven track record in the financial services industry. The ideal candidate will possess:
- 10+ years of experience in senior management roles within the financial services sector.
- A deep understanding of customer service principles and best practices.
- Strong analytical and problem-solving skills.
- Excellent communication, interpersonal, and presentation skills.
- CII Certified (cleared at least CF1, FA1 or FA2) and signed off as T&C competent.
