Customer Services Model Office - Senior Manager Location: Hours: Full time
Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.
We have an exciting opportunity for a talented leader to help build the Customer Services Operation of the future. You would be joining IP&I Customer Services at an exciting time as we embark on a major customer experience transformation journey delivering a market-leading service proposition by driving strategic change across the operation.
Reporting to the Head of Customer Service Excellence & Operational Optimisation this role will work closely with IP&I's Customer Services Director and wider IP&I Leadership to shape the future of our business, driving operational efficiency and an excellent service for our customers. 3,000 person operation This is a unique opportunity to play a leadership role in driving Customer Services of the future, gaining exposure and experience across Customer Services and platform teams within Insurance, Pensions & Investments. (You'll lead teams of high performing colleagues (Model Offices) driving better customer outcomes and operational efficiency across the business areas (e.g. General Insurance, Retirement, etc), including:
Leadership: You'll lead these teams of high-performing colleagues within IP&I, each already making significant strides in optimising how we serve our customers. In addition, you'll play a key role within the Customer Services ("CS") leadership team, actively collaborating to shape and deliver our broader strategic objectives.
Partner Engagement & Cross-Functional Collaboration: You'll work closely with business SMEs, change managers, product owners, and engineering teams to drive and influence operational optimisation. This includes facilitating workshops, walkthroughs, and demonstrations to ensure alignment across all collaborators and maintain a clear view of the broader IP&I business landscape.
Supporting Our Platforms: As we revolutionise how we serve our customers through innovative colleague and customer tools, you'll play a pivotal role in shaping and implementing these solutions, driving effectiveness through close collaboration with our supporting platform teams.
Experimentation: You'll be at the forefront of bold experimentation, exploring and testing new ways of working to transform how we serve our customers, fostering a culture of innovation and continuous learning
Governance & Reporting: You'll ensure robust documentation and audit trails for all test-and-learn activities, regularly update the leadership team on Model Office progress and outcomes, and uphold compliance with governance, risk, and quality standards in everything we do
As well as the above, you'll also play a key leadership role in driving forward other exciting key strategic initiatives that are happening within the Customer Service Vision space to improve the experience for our customers and colleagues across IP&I.
We're an innovative, fast-changing business that's shaping finance as a force for good helping Britain prosper. Deep knowledge and experience of delivering operational optimisation within Financial Services (ideally Insurance, Pensions, and Investments)
Proven experience in business transformation, change management, and/or operational excellence
Strong understanding of business process design, testing, and validation methodologies within Customer Services Operations
Proven experience in driving and implementing change effectively, with a strong track record of leading transformation initiatives, engaging colleagues, and delivering measurable outcomes in dynamic environments.
Strong ability to interpret and apply data-driven insights to effectively prioritise workload and inform decision-making
Understanding of IP&I customer operations and objectives to align strategies with organisational goals
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. We're disability confident. We also offer a wide-ranging benefits package, which includes:
~ A generous pension contribution of up to 15%
~ An annual performance-related bonus.
~ Share schemes including free shares.
~ Benefits you can adapt to your lifestyle, such as discounted shopping.
~30 days' holiday, with bank holidays on top.
~ A range of wellbeing initiatives and generous parental leave policies.