About This Role

• Strategic Planning & Governance: Lead operational planning cycles and maintain governance frameworks aligned with contractual SLAs and FCA requirements. Develop and maintain operational dashboards to support program governance and provide actionable insights for leadership decision-making.
• Cross-functional Coordination: Break down silos by coordinating across service delivery, offshore teams, compliance, and transformation teams.
• Step in for the Operations Director or Account Lead in meetings or decision forums when they are unavailable, ensuring continuity of leadership presence, representing the Operations Director’s priorities and decisions in governance sessions and stakeholder engagements.
• Program & Change Management: Lead the implementation of operational change initiatives, ensuring organizational readiness and regulatory compliance. Oversee cross-functional teams to integrate innovative solutions that improve efficiency and customer outcomes, while minimising errors, reducing failure demand, and lowering customer effort, in accordance with Consumer Duty and service excellence objectives.
• Performance Management: Monitor operational performance metrics, identify improvement opportunities, and report progress to senior leadership. Ensure benefit realisation and adherence to change management standards.
• Oversee the Customer Experience Team including training and Quality, CQT (Customer Quality Testing). Ensure robust quality assurance processes across all locations, adherence to frameworks, and continuous improvement initiatives are embedded across operations.
• Oversee the Controls team and creates a seamless Operational Continuous improvement closed loop model that pulls input from notifiable events drivers, operational cost leakage, complaint drivers, failure demand and links in to reinforced controls and process or tooling improvements to remove these failure points.
• Stakeholder Engagement: Act as a liaison between the Operations Director and internal/external stakeholders, ensuring clear communication and timely decision-making. Represent the Operations Director in key forums when required.
• Oversee the Complaints function by providing leadership and ensuring effective management of the end-to-end complaints process. Take responsibility for monitoring, analysing, and reporting on complaint trends, ensuring compliance with regulatory requirements and internal quality standards. Maintain oversight of all project-related complaint activities, drive continuous improvement initiatives, and ensure prompt resolution to deliver positive customer outcomes

• Strong understanding of regulatory frameworks and operational governance.
• Excellent stakeholder management and communication skills.
• Sponsor and Stakeholder management at Executive level
• Can do mind-set and problem solver
• Resilient
• Influential report writer for governance and executives. Collate data and convert into 3-4 points to aid senior management decision making.
• Business Analysis and Governance experience
• Operational delivery.
• Excellent organisation, planning and time management skills
• Ability to demonstrate positive working relationships with key stakeholders
• Proven ability to meet deadlines, prioritize work, handle changing priorities and exercise sound judgement in challenging situations.
• Experience in financial services or outsourcing environments.
• Onshore & Offshore team management
• 5+ years Life and Pensions outsourcing, operations specific.
• Financial Services Complaints leadership experience.
• Proven experience in operations leadership, programme management, or strategic planning.

HM: Richard Glanville Email: Richard.Glanville@diligenta.co.uk

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