About This Role

Summary of the role

What you will be doing

• Ensuring consistent service delivery to meet contractual, regulatory, and legal standards, including compliance with FCA, SM&CR, AML, DPA, and TCF principles.
• Leading customer service processes in line with contractual agreements, maintaining quality and performance expectations.
• Sponsoring key strategic programmes and identifying growth opportunities with clients, converting them into revenue-generating services or expanded offerings.
• Building strong client partnerships, working within the Operations Management Team to deliver service improvements, drive efficiency (offshoring, automation), and share best practices.
• Acting as the key stakeholder manager for parts of the LBG oversight team within the joint governance and oversight model.
• Managing cross-functional dependencies, influencing internal teams such as IT, Change, HR, and Risk to ensure smooth service delivery.
• Developing and coaching direct reports, ensuring effective governance, risk management, and a strong operational control framework across client sites.
• Optimising resource management, promoting flexibility through a multi-skilled workforce, clear communication of strategic goals, and strong performance management.

What we are looking for

• Extensive leadership experience in large-scale contact centres, ideally within financial or professional services.
• Strong understanding of how technology can enhance operations, with experience leading multi-disciplinary teams in regulated environments.
• Proven ability in operational planning, P&L accountability, and revenue generation, driving commercial performance.
• Expertise in workflow, people, and process management, delivering high productivity and efficiency across contact centre operations.
• Solid background in financial services, with knowledge of life, pensions, and investment products (desirable but not essential).
• Data-driven and analytical, using insight to inform decisions and improve performance.
• Track record of delivering high service levels in environments with service credit regimes, while effectively managing costs through redesign and process optimisation.
• Experience in contact centre transformation and digitisation, with evidence of driving change and achieving significant headcount efficiencies.

The hiring manager to contact is: Matt Edwards Email: matt.edwards@diligenta.co.uk

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