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Head of Partner Services

3 months ago

Leeds UK, West Yorkshire, United Kingdom 2plan wealth management Ltd Full time

We are seeking an experienced Head of Partner Services to lead and manage our operational functions. This role requires an individual who can deliver exceptional service standards, drive continuous improvement, and manage a broad range of functions including Financial Promotions, Vetting, Agency Admin, Payment Services, and Facilities.


Key Responsibilities:


  • Lead and manage teams to achieve high performance, engagement, and morale.
  • Ensure compliance with industry regulations and business standards through effective policies and procedures.
  • Maintain high customer service standards, addressing issues to enhance satisfaction.
  • Contribute to strategic decisions and the Operations & IT functional strategy.
  • Implement process improvements to enhance operational efficiency.
  • Deliver against service standards, key performance indicators, and metrics.
  • Optimize resource utilization across operational functions.
  • Develop and deliver continuous improvement initiatives aligned with operational and strategic objectives.
  • Ensure effective administration and reporting within the Operations function.
  • Represent the Head of Operations & IT at meetings and governance groups as required.
  • Manage the annual budget for the services.



Key Performance Indicators:


  • Successful delivery of partner services metrics.
  • Improved customer experience through reduced failure demand.
  • Compliance with regulatory timeframes for transfers and terminations.
  • Consistent quality of outcomes against agreed metrics.
  • Accurate and effective metrics reporting.
  • Positive adviser engagement scores.
  • Effective dispute and complaint resolution.
  • Positive feedback from internal and external audits and stakeholders.
  • Staff motivation, development, succession planning, and appraisal.



Qualifications and Experience:


  • Significant senior-level experience in driving operational delivery, including SLAs and stakeholder engagement.
  • Demonstrable continuous improvement and change leadership.
  • Strong strategic workforce and resource planning, talent management, and engagement experience.
  • Effective stakeholder management and influencing skills.
  • Customer-centric approach with a clear understanding of customer priorities.
  • Excellent facilitation, presentation, and leadership skills.
  • Budget management experience.
  • Resilient, proactive, and driven in a changing environment.



Why The Openwork Partnership?


We are a dynamic, fast-paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We're investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential.


We’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague’s individual differences and identities – just like our financial advice, for us, it’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.