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
We have an exciting opportunity for someone to join our Corporate Incidents Team in Edinburgh as a Corporate Incident Team Leader.
You will be working as part of the Corporate Incidents Management Team to effectively lead and manage a team working on Corporate Incidents for the Phoenix account. You will also provide clear direction for direct reports, working with them to translate the strategy of the Corporate Incidents department into clear action plans.
What You'll Be Doing:
* Managing a team of Incident Analysts, Business Analysts, Incident Technical Specialists and Incident Administrators who are managing a wide ranging and complex portfolio of CI's.
* Ensuring KPIs and SLAs are understood and promoted within the team, ensuring progress against them is closely monitored and any blockers or exceptions are highlighted.
* Acting as an effective escalation point for the team in the event of any blockers or uncertainty around appropriate solutions.
* Ensuring teams are coached, developed and managed to their full potential through regular performance and development sessions.
* Working closely with team members to deliver processes and identify process improvements, by understanding issues and making appropriate changes and recommendations.
What we're looking for:
* Hands-on experience of leading and managing teams in a medium-sized Customer Services Operation function.
* Ability to coach, challenge, involve and develop staff.
* Experience of performance managing teams in a commercial environment.
* At least 2 years' experience of managing and completing operational planning for a team.
* Strong analytical and decision-making skills, with the ability to solve problems and identify opportunities for improvement.
* In-depth technical and product knowledge gained from working in a Financial Services organisation.
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