HEAD OF CUSTOMER EXPERIENCE AND BUSINESS SUPPORT
Location: Stirling
Salary: Up To £85,000
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary Of the Role
Your responsibility as the Head of Customer Experience and Business Support will be to lead and direct the Training, Coaching, Quality, Oversight and Recruitment teams for all operational business areas on the M&G account. You will ensure that they meet their defined requirements and service standards whilst maintaining the required legislative and regulatory compliance, delivering customer experience enhancements and operational efficiencies.
Benefits
- 33 days including Bank Holidays
- Eligibility for an annual discretionary bonus scheme
- Car Allowance
- Private Healthcare
- Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
- Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
- Cycle to Work Scheme & Interest free Season Ticket loans
- A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
- A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
- A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
- Apply to find out about our other benefits
What You'll Be Doing
- Lead and Develop the Team: Coach and mentor your team to ensure consistent delivery, governance, risk management, and a unified culture across M&G's operational sites.
- Oversee Key Analyses: Handle RCA analyses for areas like complaints, repeat contacts, quality outcomes, and notifiable events.
- Manage Critical Projects: Take charge of crucial projects including notifiable events and audits, both internal and external, aligned with customer journeys.
- Governance and Controls: Create and implement effective governance and controls across all operations, ensuring they align with strategic corporate goals.
- Executive Communication: Deliver high-level updates on operational performance and meet all contractual requirements defined by the client.
- Deliver Client SLAs and KPIs and Internal Initiatives: Deliver client SLAs and KPIs and internal initiatives and deliver to remediation plans where required
- Regulatory Compliance and Risk Management: To be accountable for and ensure all regulation and legislation, including the design and
implementation of appropriate systems and controls including Conduct Risk and Consumer Duty requirements, as well as adherence to FCA guidance, internally agreed policies and standards. This includes the identification and implementation of appropriate risk management strategies such as business continuity planning and information security
- Continuous Customer Journey Reviews: Continuous reviews of Customer Journey - identify opportunities & implement solutions to improve overall Customer Journey. Drive initiatives to reduce cost base
- Executive Communication and Contractual Fulfilment: Delivering executive level communication on operational performance and fulfil all contractual requirements as defined by the Client
What We're Looking For
- Strong Leadership: Be a role model for your colleagues and exemplify Diligenta's values and behaviours.
- Industry Knowledge: Have a solid technical understanding of the life and pensions industry and its regulations.
- Analytical Skills: Bring excellent analytical skills and the ability to propose innovative ideas to advance the business in a lean, evolving environment.
- Organisational Skills: Excellent planning, organisational and resource management skills
- Team Management Experience: Proven track record in leading the performance of others at senior level
- Stakeholder Management Skills: Ability to interact confidently, productively with key stakeholders
- Industry Experience: Overall, 10 years' experience in financial services sector at Senior Level
- Qualifications: CII Certified (cleared at least CF1, FA1 or FA2) and signed off as T&C competent