Service Transition Manager responsible for negotiating SLAs and ensuring service quality. Supporting IT services delivery in a diverse and inclusive company in the Philippines.
About the role
- Transfers Team Manager leading a team within the Transfers leadership at investment platform. Responsible for achieving KPIs and managing customer service excellence in a hybrid role.
Responsibilities
- Provide inspirational leadership to a team which can consist of Team Leader/s, Transfer Specialist/s and Case Handlers, managing Pensions.
- Accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department ensuring all internal and external policies and industry regulatory requirements are adhered to.
- Deputise for the Senior Operations Manager on an ad hoc basis and support Transfer related projects where relevant.
- Aim to be a highly efficient and successful operation, providing a first-class service to customers, and an industry leading Transfers experience.
Requirements
- Experienced people manager with ability to manage, develop and coach high performing teams and individuals within a regulated, fast paced operational environment.
- Maximise team efficiency through effective resource and skills management/planning, to build a multi-skilled function, ensuring competence is continuously assessed and built on.
- Help deliver a multi-channel service, supporting inbound and outbound contacts including telephone calls, emails and secure messaging
- As a member of the Operations Leadership team, build an empowered, motivated and passionate team, rewarding excellence and managing performance through a culture of ownership and continuous improvement.
- Lead and drive short, medium and long term strategic plans through identifying change and improvement initiatives to deliver sustained operational improvement.
- Capability to respond with agility to organisational and regulatory change.
- Build and maintain relationships internally in ii and externally across key partners to drive the success of the business.
- Maintain the first line of risk defence by identifying, logging and driving improvements to risks for your team.
- Maintain the first line of compliance defence by ensuring team adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance, with particular reference to CASS regulation.
- Responsible for ensuring all CASS related activities and processes are completed daily to safeguard customer assets.
- Deputise for the Senior Operations Manager where required
- CORE CAPABILITIES:
- Proven experience of managing a team in a fast paced environment
- Experience and knowledge of working in an FCA regulated entity
- Proven ability to drive improved performance of a team through coaching/development/KPI measurement, in line with HR guidelines
- Strong communication skills (both verbal and written) both within your team and wider.
- Ability to work on own initiative as well as working part of a wider team.
- Customer & Quality focused.
- Able to influence and negotiate across different levels of the business.
- Ability to work through issues, identify root cause and implement changes to maximise business efficiency and enhance the customer experience.
- Capable of working under pressure to deliver against exacting deadlines, and the ability to organize and prioritise work loads.
- Be able to understand relevant data/MI and be able to manipulate data to extract relevant information from a variety of sources (including but not limited to excel/Power BI etc)
Benefits
- **Group Personal Pension Plan** – 8% employer contribution and 4% employee contribution
- **Life Assurance** and **Group Income Protection**
- **Private Medical Insurance** – Provided by Bupa
- **25 Days Annual Leave**, plus bank holidays
- **Staff Discounts** on our investment products
- **Personal & Well-being Fund** – Supporting your physical and mental wellness
- **Retail Discounts** – Savings at a wide range of high street and online retailers
- **Voluntary Flexible Benefits** – Tailor your benefits to suit your lifestyle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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