Customer Service Operations Manager

Position Overview
Our client a global life and health insurance entity are looking for a Customer Operations Manager.
The Customer Operations & Oversight Manager will play a vital role in ensuring that services provided to the business, and its customers are delivered seamlessly, and drive the expected outcomes. This exciting new role provides a good opportunity for someone who wants to continue to develop their leadership skills in an ambitious and dynamic business. As this is a certified role, experience of managing customer operations and applying knowledge of pensions and annuities is crucial.

This position is a certified role and you MUST Attain CII Life and Pensions Certificate (CERT CII qualification)

Responsibilities
The role-holder is expected to embed the businesses customer and operations strategies and culture. In doing so, they will ensure that customer interests and good outcomes are a core part of their DNA and speak out when good outcomes aren’t being achieved.

Service Management (Internal & OSP)
Fully understand the expected standards and practices required to ensure that all of the businesses current and future product lines are administered properly and in compliance with the Company’s policy, as well as legal and regulatory obligations.
Document and maintain effective control systems, procedures, and methodologies to manage the in-house and outsourced services for all of the businesses current and future product lines and ensure that they deliver the expected service outcomes.
Ensure that customer complaints and operational incidents are fully investigated and resolved effectively and in accordance with the businesses customer strategy and expected outcomes.
Service Oversight and Quality Management
Document and maintain effective control systems, procedures, and methodologies to oversee and audit outsourced services (including intra-group services) and ensure that they deliver the expected service outcomes.
Prepare service reports, risk and control assessments and improvement recommendations.
Perform regular and ad hoc monitoring and corroboration of business activities, including as required conducting on-site audits / reviews of outsourced service providers. Prepare management reports on review results, risk and control assessments and improvement recommendations.
Conduct regular transaction and workflow monitoring to identify possible compliance/operational risks and provide recommendations to enhance control weaknesses.
Perform self-assessment, gap analysis against internal and/or regulatory requirements Investigate root causes of operational incidents and customer complaints. Support and monitor the implementation of resulting action plans.
Provide regular and ad hoc service reporting, ensuring that information provided is accurate and suitable for the audience needs and effective decision-making.

Team Management
Lead, direct, develop and provide coaching to staff, including:
Manage the team on a day-to-day basis, set clear team goals and standards, delegate tasks, and set deadlines
Oversee day-to-day operation. Monitor, feedback and develop team performance
Motivate team members, identify training needs, and provide coaching
Listen to team members’ feedback and resolve any issues or conflicts
Recognise high performance and reward accomplishments
Encourage creativity, growth and risk-taking
Identify appropriate succession planning for all members of the team
Requirements
Experience Requirements:
Demonstrable experience of delivering good service outcomes through oversight of third-party service providers
Significant experience of operational and team management within Financial Services and for the business’s core product lines
A solid understanding of administration standards and practices required for the business’s current product lines (particularly annuity business)
A working knowledge of UK legal and regulatory requirements
Attain CII Life and Pensions Certificate (CERT CII qualification)
The candidate must be able to demonstrate that they have a track record in delivering good service outcomes and that they are experienced in delivering this through a combination of internal and third-party service providers.
As this is a certified role, experience of managing customer operations and applying knowledge of pensions and annuities is crucial.