Service Delivery Manager, Customer Services

Meraki Talent Limited
Edinburgh, Midlothian
18 Jun 2017
18 Jul 2017
Contract Type
Full Time

Service Delivery Manager, Customer Services

Leading Financial Services



Attractive Compensation

Meraki Talent’s client is currently seeking a talented Service Delivery Manager to join their Customer Services area at a time of considerable growth for the firm. Our client is an instantly recognisable name in UK Financial Services. They offer a diverse range of products covering Pensions, Investments and Protection and their leadership team have evolved a truly client centric culture. Due to ongoing growth and development an opportunity has arisen for a Customer Services leader capable of operating at a strategic level to join their business.

Key Responsibilities within the role:

  • Lead, develop and inspire a team of people within Group Customer Services. People management and development of ten direct reports and an overall FTE of c100 staff
  • Provide support and strategic guidance to frontline colleagues who service key customer groups (intermediaries, policy holders and employers) at any point across the full customer lifecycle
  • Managing Service Quality, being accountable for service quality assurance and standards
  • Embedding effective risk management and ensuring control environment is strengthened
  • Effective and accurate performance reporting
  • Co-ordination of change and improvement, acting as the "voice of the client" within Customer Services
  • Lead and support continuous improvement across teams
  • Collaborate with other areas to ensure deliver effective operational change
  • Leading departmental planning and driving alignment across the business units
  • Resource Management
  • Developing and owning business planning process

For this rarely available opportunity my client is seeking a motivational leader who has a demonstrable track record of initiating and embedding change. Proven experience as a Customer Services leader and change agent (processes, procedures, technology) within a Financial Services environment is required.