Service Transformation Manager

1 week ago

Bristol, United Kingdom Hargreaves Lansdown plc Full time

**Excited to grow your career?** **Our mission is to 'help people save and invest with confidence'. We are looking for great people to join us, so please come and invest in YOUR future at HL.**

We're looking for an experienced Service Transformation Manager to support the Head of Service Transformation to transform and deliver a market leading client service experience across all channels and touch points.

**What you'll be doing**
- Identifying and implementing solutions, through collaboration across service with teams and leaders and in the wider business to ensure opportunities are scoped and sized
- Using data insight to define clear business case presenting to senior leaders.
- Act as a key point of liaison for the functions of service
- Ensure operational risks are appropriately tracked and managed with clear ownership.
- Track and monitoring the benefits of the solutions and presenting information to senior leaders
- Support the delivery of the strategic plans within Service
- Collaborating with the agile working teams to prioritise and deliver changes
- Document how services operate and how they are supported by systems and people
- Lead service design improvement delivery
- Ensure adherence to service governance
- Continuous development in service design

**About you**
- Sound technical background of contact centre technology
- Experienced in lean and standardised processes
- Knowledge and awareness of external digital trends and patterns
- Understanding of business drivers, KPIs, stakeholder motivations and commercial metrics
- Experience of delivering complex change with multiple stakeholders
- Ability to manage multiple stakeholders and deferring levels in varying teams.
- Collaborate effectively to deliver transformation with the operations and tech
- Ability to quickly and effectively build internal and external networks
- Ability to communicate confidently and clearly
- Strong transformation/capability ownership

**Interview process**
- 2 stage interview process

**Working Pattern**
- Monday - Friday 37.5 hours per week. Hybrid working available from our Bristol Office, BS1 5H

**WHAT'S ON OFFER?**
- Performance-related annual bonus scheme
- 25* days holiday, plus 8 bank holidays, plus 1 day additional Christmas closure time
- Option to purchase up to an additional 5 days holiday each year
- Pension scheme - up to 19% contribution
- Flexible working options available
- Enhanced parental leave benefits
- Variety of travel to work schemes, including season ticket loans and cycle to work
- Bike storage and shower facilities
- Employee assistance programme
- Volunteering opportunities
- Annual events, activities and sports groups
- Smart casual dress policy and dress down Fridays
- This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information._

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