This is a key role which is required to lead and manage the service delivery of Complaints Operations across multiple Accounts and sites. To ensure that they are working effectively meeting the defined requirements whilst maintaining the required legislative and regulatory compliance. In addition, the role holder will play a key part in developing the strategy for Operations.
As part of the Operations Management team you will also work independently and collaboratively to develop strategy on individual or cross-Account projects as necessary, and act as the senior SME for all complaints matters as required.
The role holder will also be responsible for leading and developing a positive and productive working relationship with relevant Client counterparts.
This role can be based in Edinburgh, Peterborough or Bristol.
What you'll be doing
* Drive consistency of customer treatment and approach across all sites to optimise effectiveness and overall customer experience.
* Oversee the delivery of service that meet or exceed the defined requirements, through periods of both BAU and change whilst adhering to all regulatory requirements including Consumer Duty.
* Operational factors that may impact service delivery are identified proactively and proposals for resolution are identified, developed and implemented as appropriate.
* Ensure a process of continual review is maintained to support development of process and system improvements and controls in accordance with regulatory, complaints frameworks and minimum standards to maximise productivity, quality and the customer experience.
* Establishment and maintenance of strong client relationships to support a client partnership approach to mutual commercial benefit.
* Working with/on behalf of the Account Director, or internal Diligenta Commercial Relationship Management teams, represent Complaints as the senior SME with Clients where required.
* Direct reports are suitably skilled, engaged and empowered to deliver business and regulatory objectives, and understand and are engaged in their roles within the overall service offering. Direct reports work collaboratively with each other as required, lead by example and develop their individual teams.
* Ideas for increasing operational performance are shared and developed, internally within the Complaints department, across the Operations Management Team, or with Client counterparts as appropriate.
* As a subject matter expert, ensure the business area is kept up to date on industry wide best practice, in order to influence Diligenta's proposition and the wider industry.
* As a member of the Operations Management Team, support the development of strategy and drive delivery of goals within own area or across Function as required. Support Diligenta's growth and the development of our Client proposition.
What we're looking for
* Proven experience of Complaints management within an operational FCA regulated environment.
* Strong business relationships with the wider external market gained through extensive experience within the sector.
* Working within an outsourced client, supplier relationship, establishing and monitoring service level agreements.
* Fully Conversant with FCA/FOS rules on complaint handling.
* Extensive customer services delivery operations management background.
* Proven strong influencing skills with both Clients and the wider external market.
* High stress tolerance, and able to manage complex and conflicting workloads in a challenging environment.
* Able to work effectively under pressure with a successful track record of delivery at a senior level.
* Excellent leadership and communication skills.
* People management skills including performance management, coaching and development.
* Excellent relationship management and negotiation skills.
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