About This Role

• Lead and inspire the team to ensure all individuals are motivated to operate to the best of their ability
• Actively manage, the performance of all team members, ensuring your people have clear measurable objectives.  Underperformance is managed promptly and effectively and good performance is rewarded providing the climate and motivation that encourages all team members to deliver to their full potential.
• Plan, organise and support team member development, as dictated by individual and business needs, so that employees are empowered to deliver their objectives by receiving feedback and having the appropriate skills, and technical knowledge (product, process, legislation and regulation) and competencies to perform well.
• Ensure that the team adheres to defined practice and procedures to maintain consistent and compliant quality of technical output in line with Company, industry, legal and regulatory requirements (i.e. NCD). Actively coaching individuals on a day-to-day basis as required to improve and maintain standards.
• Ensure you and your team protect our customers, business, employees and shareholders by consistently demonstrating competence to meet the key performance indicators of this role, e.g. Data Protection, Money Laundering, and regulatory measures (Fraud, Data security, Compliance, TCF and Company T&C standards)
• Continually review the teams’ achievement and delivery against customer support objectives and legislative requirements.
• Maintain and develop knowledge in your area of specialist technical responsibility, responding to queries as required and ensuring action is taken to address any knowledge gaps identified in the business area.
• Be responsible for oversight and management of all data extract activities.
• Work directly with TCS where necessary, to ensure Risk Event services are provided to timeliness and quality targets.
• Be the single point of contact for the clients and act as the point of escalation both internally and externally. Facilitate any issue resolution, inter-team dependencies, re-prioritisation, and re-planning activities as appropriate  
• Track process metrics and analyse MI to provide insight into capacity versus demand, turnaround times, cost estimates versus actuals, etc. Manage the future demand and pipeline and ensure the team is resourced appropriately to meet client demands.
• Be responsible for process governance, to ensure the right quality levels are met and the process is being executed correctly and the appropriate controls are in place.

• 5 GCSEs including Maths and English (Grade C/4+ or equivalent)
• 2–3 years’ experience leading and managing teams
• Strong operational planning, organisation and delivery focus
• Excellent communication, interpersonal, client relationship and influencing skills
• Proven commercial and financial awareness, including P&L and revenue generation
• Strong analytical, problem-solving, decision-making and negotiation skills
• Effective people management and stakeholder engagement
• Knowledge of Life & Pensions products and relevant regulatory requirements
• Proficient in Microsoft Word, Excel and PowerPoint
• Able to work effectively in a fast-paced, deadline-driven environment
• Highly organised, adaptable and able to manage multiple priorities under pressure
• Able to maintain a strategic overview while confidently working into operational detail

The hiring manager to contact is: Andrew Capon Email: Andrew.Capon@dgaviva.com

Apply for this role: