To lead and manage the Complaints functions of one Diligenta Account ensuring that they meet their defined requirements and service standards, whilst maintaining the required legislative and regulatory compliance and delivering customer experience enhancements and operational efficiencies.
What you'll be doingLead and manage the Complaints function to deliver excellent service to clients, customers and colleagues as defined by policy, contract, regulation, legislation and company strategyDeliver client SLAs and KPIs and internal initiatives and deliver to remediation plans where requiredProduce and communicate operational updates and strategic plans at internal and client governance forumsEstablish and maintain strong client relationships to support a client partnership approach to mutual customer and commercial benefit.Lead, develop and direct the Operations Managers by appropriate performance management and development of standards and practices and by continuous and active employee engagementCoach, mentor and develop direct reports to ensure effective and consistent operational delivery, governance, risk management, best practice and shared cultureIdentify and deliver improved Operations efficiency using technology drivers including BaNCS and automation and systems thinking techniquesLead change and/or technical projects on behalf of the Complaint functionRepresent the voice of the customer through challenging internal process, service and failure demand and hold other operational teams to accountWhat we're looking forProven high levels of interpersonal and communication skillsLeadership, influenceAble to work effectively under pressure and a successful track record of managing at a senior levelHas worked for an FCA regulated companyStrong technical understanding of the life and pensions industry and its regulatory regimeCustomer Service and Complaints experience
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