About This Role

• To lead and manage a number of Customer Journeys in regards to all day to day Operational Management decisions covering the delivery of excellent service in alignment with the agreed corporate and account strategy and the needs of the Operations function and the Diligenta business, in support of client customer experience strategies.
• In conjunction with the Client Account Lead and Client Relationship Partner, drive strategic value proposition (such as the Digital Operating Model) holistically across all journeys owned, including tactical decision making as appropriate, to ensure changes are shaped, delivered and implemented effectively enabling realisation of core business outcomes such as improved customer experience, increased operational effectiveness, reduced cost and increased control.
• To own and manage relationships with senior Client representatives to understand their customer experience strategies, priorities and value propositions and translate this into the Diligenta service experience where, and if appropriate to do so, this may involve the identification and delivery of revenue generating improvements. As the local face of Diligenta, it will also involve influencing Clients and thought leadership to gain support for Diligenta driven activity, strategic change and revenue opportunities.
• As the Operational owner and lead for a number of different Customer Journeys, to support bid work and other revenue generating opportunities through provision of journey management and service delivery subject matter expertise including written proposals, slide decks and verbal presentation.
• Ensure that contractual and non-contractual measures of the effectiveness, timeliness and quality of the customer experience/outcomes are consistently delivered through the effective leadership and management of resource and processes within the journeys and through the ongoing monitoring and improvement of the journey(s) performance.
• Be accountable for the overall cost controls and budget management of the journeys and take action to reduce this total cost, considering cost drivers that include resource costs, cost of failure, rework, redress, service credits etc.
• Ensure that the journeys operate on a robust, well controlled basis with effective management of controls and risk, minimising cost of failure, breaches and other negative consequences driven by controls, people and performance failures. Work with Customer Journey Owners, Risk, Compliance and Internal Audit teams to ensure that journeys continue to be managed in accordance with regulation, client standards and any other frameworks as appropriate. Ensure the controls environment is evolved in line with the deployment of technology and other changes to the journey.
• Through analysis of MI, data, complaints trends, TNPS scores/comments, feedback and other sources of insight, identify continuous improvement activity and take and lead action to deliver this activity either directly or in collaboration with the Customer Journey Owners and/or other business teams (i.e. DOM team, Change team).
• Operate as an effective member of the account Operations senior leadership team, being accountable to the Ops Account Director for all aspects of service delivery in respect to Customer Journeys and to ensure a customer and service based culture is consistently and effectively adhered to through activities including employee engagement programmes, performance management standards, and talent and leadership development.
• To be accountable for and ensure all Journeys performs in line with all regulation and legislation, including the design and implementation of appropriate systems and controls including Conduct Risk and Treating Customers Fairly requirements, as well as adherence to FCA guidance, ABI best practice guides, internally agreed policies and standards. This includes the identification and implementation of appropriate risk management strategies such as business continuity planning and information security.

• Qualifications – Ideally degree standard or equivalent experience.
• Skills – Well developed interpersonal and communication skills, with the ability to inspire confidence in clients, customers, staff and stakeholders and a reputation for delivering promises and meeting customer and client need.
• Skills – An ability to embrace excellence and create the future with a successful track record of delivering change within a customer services or outsource provider environment
• Dynamic Leadership and motivation skills with an ability to engage with and work through others
• Delivery focus and track record of achievement
• Strong negotiation and influencing skills
• Comfort working with significant levels of change and capacity to retain focus on delivery in such circumstances
• Knowledge – A robust understanding of financial services with a strong commercial focus
• Experience – Extensive experience of leading a service orientated organisation, gained within the Life and Pensions industry.

The hiring manager to contact is: Gail Venters Email: Gail.Venters@diligenta.co.uk

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