Diligenta Careers Internal

About This Role

Summary of the role

As the Head of Operations, you will lead Process Hub One, upholding exceptional service standards, prioritising customer satisfaction, and driving outcomes that align with SLAs and regulatory requirements.

You will set strategic direction, collaborate with senior stakeholders, and champion a world-class customer experience. You'll foster a high-performance culture, drive continuous improvement, and engage colleagues to achieve exceptional results. A key focus will be building strong client relationships, supporting business growth, and ensuring compliance with FCA principles.

This role offers a unique opportunity to drive operational excellence within Diligenta, enhancing client satisfaction and fostering a culture of continuous improvement. You will deliver meaningful outcomes for customers and colleagues, while contributing to the growth and success of the organisation.

This role will be based in Edinburgh and is a 12-month secondment opportunity.

Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation.

What you’ll be doing

Lead and inspire high-performing back-office pension administration departments.
Enabling efficiencies and improvement to service through the embedding of Operational Excellence.
Managing and co-ordinating robust budgetary control to provide clear visibility of the commercial position for the contact centre.
Driving profitability improvements through effective manpower planning and improving the key metrics that improve profitability.
Driving a culture of acting in our customers best interests, driving good customer service outcomes and taking action to reduce poor outcomes.
Ensuring that the business area achieves performance targets/service levels and standards, ensuring regulatory compliance and legal obligations are met in line with quality expectations.
Implementing service improvement that are informed by customer outcome monitoring, data and MI.

What we’re looking for

Proven leadership experience in pensions administration or financial services operations.
A candidate who is Skilled and credible in advising others on people management with the proven ability to secure and analyse a range of quantitative and qualitative information and use this in developing appropriate strategies, plans, policies and solutions that meet client, individual and organisational needs.
Demonstrated success in driving operational excellence, transformation and automation.
Deep understanding of risk, compliance and regulatory requirements within our environment.
Highly analytical with the ability to interpret data and translate insights into action.
Excellent stakeholder engagement and communication skills

The hiring manager to contact is: Louise Kerr Email: louise.kerr@diligenta.co.uk

Apply for this role:

Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta?

Yes

Please note, if you have not liaised with your current manager we will not be able to progress with your application. Attach CV

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Head of Operations (Back Office)

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