Head of Operational Delivery

4 weeks ago

Glasgow, Glasgow City, United Kingdom Huntswood Full time

Head of Operational Delivery - Complaints

Role Purpose

The Head of Operational Delivery – Complaints is accountable for overseeing and managing our complaints portfolio, ensuring efficient handling, maintenance of regulatory compliance and driving improvements in service quality based on complaint analysis.

This role requires a strong focus on relationship management, operational excellence and continuous improvement to enhance customer satisfaction. Delivery includes achievement of our commercial revenue and cost goals which is supported through the leadership, development and coaching of their team. Outstanding operational management will enhance the relationship and in turn lead to sustainable and growth opportunities for Huntswood.

Job description

Operational Delivery

  • To lead the delivery across a broad range of our clients ensuring the safe delivery of all required service levels.
  • Ensure timely responses that comply with regulatory standards and internal policies.
  • To deliver our commercial and cost goals agreed as part of our contracted services.
  • To lead our client operational engagement establishing strong and lasting relationships with our key stakeholders including the need for formal client business reviews.
  • To identify operational delivery risks and to introduce timely and impactful actions to ensure their mitigation.
  • To support the extension and growth of our client engagements and to help inform our client strategies in identifying future opportunities including supporting relationships with new client stakeholders alongside our business development teams.
  • Ability to work cross-functionally with other departments to ensure the safe delivery of client growth, future recruitment plans, technology improvements and the financial collection for services provided.

Leadership

  • Set objectives, KPIs and performance metrics for the complaints team in alignment with organisational and client objectives.
  • The development and coaching of their immediate team of operational leads which allows for superior operational and commercial delivery.
  • To facilitate the investment in our advisors and associates, whilst leading and mentoring team managers and ops managers to create a high performing team.
  • To assume direct involvement in the talent and succession plans across their operation.
  • To have oversight and appropriate controls to allow the efficient management of all contractors and perm resource whilst simultaneously minimising levels of absence and attrition.
  • To ensure the behaviours displayed are consistent with the Huntswood values.

Performance Delivery

  • Track and report on complaint metrics, identifying trends, root causes and areas for improvement.
  • Present insights and reports suitable for executive level updates, highlighting key issues and recommending actionable solutions.
  • Implement appropriate controls and oversight across the portfolio of engagements and associates that supports timesheets, invoicing, and contracts requirements.
  • Support the resolution of financial issues across the portfolio of engagements including the efficient delivery and payment of invoices.
  • Engage in long term planning including resource and contract requirements.
  • Contribute to effective risk management within your department by adhering to the Huntswood Risk Management Framework.
  • Actively role model the identification of client improvement initiatives (process improvements) along with supporting the pursuit of simplification through automation to create sustainable cost value for clients.

Essential skills

  • 5+ years in a complaints management or similar complaints role, with at least 2 years in a leadership position, preferably within the outsourcing sector.
  • Familiarity with industry-specific regulatory standards for complaints management.
  • Has been accountable and responsible for leading large and complex client facing engagements.
  • Commitment to improving the customer experience through effective complaints management.
  • An ability to deliver superior operational results supported by strong commercial acumen and performance.
  • Ability to optimise the commercial performance of Huntswood through constant improvements in our engagements.
  • Strong strategic and tactical problem-solving capability
  • High levels of personal resilience and a proactive attitude in pursuing opportunities for delivery improvement
  • Confidence in challenging within our business to ensure the most appropriate solutions are achieved for all clients.
  • Experience in adapting and executing functional business plans and contributes to the development of functional strategies

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