Head of Complaints

To lead and manage the Complaints functions of one Diligenta 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.,

• 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
• 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
• Establish and maintain strong client relationships to support a client partnership approach to mutual customer and commercial benefit.
• 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
• Represent the voice of the customer through challenging internal process, service and failure demand and hold other operational teams to account
  
  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