Leading the Client Delivery Team to deliver a first-class service model to both external and internal clients. Working closely with key departments to ensure a consistent approach is followed with effective communication. This role is a maternity cover for up to 12 months. 

You will take responsibility for how process changes are designed, tested and trained with the Client Delivery team for effective adoption. You will work closely with the Operations Director to drive new initiatives and operational change requirements to improve the controls and reduce risks for key activities within the business.

Role Responsibilities

• To deliver a first-class client journey, ensuring that client requirements are met promptly with consistent delivery.
  

• Ensuring that the company has both an efficient working environment and processes in place that are regularly reviewed for improvement.
  

• Work with the Operations Director to formulate and implement operational strategies to keep competitive and innovative
  
  

• To line manage Client Relationship Manager’s (CRMs) and Client Delivery Managers (CDMs), who are accountable for the Client Delivery Associates (CDAs).
  
• To grow, develop and retain the best talent within the team by providing a clear progression framework, whilst also identifying and acquiring the best talent possible.
  
• Maintain close, trusting relationships with those under their charge and facilitate open communication as well as mentoring their development.
  
• Working with the Process and Improvements team to facilitate a coordinated and effective delivery for implementation of new process changes.
  
• Work closely with other business departments to ensure that the team is working effectively and efficiently to deliver a good service to clients.
  
• Develop a strong culture of ownership and accountability for processes and procedures.
  
• Oversee the use and adoption of systems within the Client Delivery team to ensure that as a business we are making full use of the system capability.
  
• To ensure we have the relevant controls in place to maintain the quality of the data held for clients to support the first class client experience through future delivery tools.
  
• Work closely with the Operations Director to ensure that all risks are identified and controls in place to mitigate this.

What we are looking for

• Minimum of 3 years’ experience in an operational leadership role
• Ability to coach and mentor;
• Confidential, reliable and trustworthy;
• Self-motivated and resilient;
• Excellent communication skills
• Ability to influence, persuade and inspire others;
• Good analytical and reporting skills.

Benefits

• Company discretionary bonus scheme;
• Full time hours (35 per week) Monday to Friday 9.00am and 5.00pm – 1 hour for lunch;
• 24 holidays (increasing to 26), plus 2 additional days paid Christmas shut down period;
• Private Healthcare*;
• Group Income Protection;
• Life Assurance;
• Eye Care Scheme;
• Wellbeing programme;
• Bike to Work Scheme;
• Full support with professional qualifications;

*after qualifying period