Diligenta Careers Internal

About This Role

Summary of the role:

To lead and manage the Complaints functions of the M&G Account ensuring that they meet their defined requirements and service standards, whilst maintaining the required legislative and regulatory compliance and delivering customer experience enhancements and operational efficiencies.

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 we'll be doing:

Lead and manage the Complaints function to deliver excellent service to clients, customers and colleagues as defined by policy, contract, regulation, legislation and company strategy.
Develop and deliver operational strategy and supporting business plans.
Deliver client SLAs and KPIs and internal initiatives and deliver to remediation plans where required.
Produce and communicate operational updates and strategic plans at internal and client governance forums.
Manage the operational budget for the function, develop departmental plans and control resources.
Establish and maintain strong client relationships to support a client partnership approach to mutual customer and commercial benefit.
Liaise with the Client over any identified policy changes relating to the Complaints Function to gain agreement and present the implications of any change.
Lead, develop and direct the Operations Managers by appropriate performance management and development of standards and practices and by continuous and active employee engagement.
Coach, mentor and develop direct reports to ensure effective and consistent operational delivery, governance, risk management, best practice and shared culture.
Identify and deliver improved Operations efficiency using technology drivers including BaNCS and automation and systems thinking techniques.
Lead change and/or technical projects on behalf of the Complaint function.
Drive and deliver transformational change.
Represent the voice of the customer through challenging internal process, service and failure demand and hold other operational teams to account reflective of RCA outcome of all complaints.

What we're looking for:

Ideally graduate level.
Proven high levels of interpersonal and communication skills
Leadership, influence
Able to work effectively under pressure and a successful track record of managing at a senior level
Has worked for an FCA regulated company.
Strong technical understanding of the life and pensions industry and its regulatory regime
Customer Service and Complaints experience
Is able to analyse the associated risks of the work position.
Has worked within an outsourced client
The job holder will be required to undertake a variety of tasks and must be able to work autonomously and work well under pressure

The hiring manager to contact is: Gillian Stewart Email: gillian.stewart1@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 Complaints

About This Role

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