About This Role

• Lead and manage an Operations or Customer Service team to provide high-quality service aligned with strategic objectives.
• Oversee the implementation of new products, changes, and operational solutions to ensure smooth delivery.
• Contribute to the wider Operations business, managing service delivery within budget and targets.
• Be responsible for the performance of your business unit, ensuring excellent customer experience, quality, and productivity.
• Manage stakeholder relationships, support change management initiatives, and represent Operations on project boards when needed.
• Focus on performance management, employee engagement, and building operational capabilities through recruitment, training, and process improvements to meet business needs.
• Drive cost-effective service delivery within your operational line, continuously seeking ways to improve efficiency and align with the site strategy and overall business objectives.
• Manage performance through coaching, feedback, and development, fostering a flexible and skilled operational workforce.

• A minimum of 2 years in a Line Management role ideally with Financial Services.
• Ideally have an in depth understanding of industry, products, processes and of the relevant systems.
• A good understanding of relevant legislation and regulations is necessary.
• Must possess excellent communication and relationship management skills.
• An analytical mindset whilst also being highly organised and resourceful is essential.
• The ability to streamline workflows and improve operational efficiency is also key.
• Additionally, qualifications such as, CF1, FA1, FA5, FA2, are very much welcome and desired.

The hiring manager to contact is: Deborah Salmond\r\nEmail: deborah.salmond@diligenta.co.uk

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