Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
Due to a restructure of responsibilities within our Customer Journey's teams, an exciting opportunity has come available for an Operations Manager to join the operations function at Diligenta. You will be part of the Operational Leadership team and be jointly responsible for the overall performance of the Operations and Customer Services area, helping to shape and deliver the operational plan in line with client needs. This role involves managing resources to meet SLAs and KPIs, controlling business risks, and driving continuous improvement in customer experience, team performance, and cost efficiency through data insights.
* 33 days including Bank Holidays
* Eligibility for an annual discretionary bonus scheme
* Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
* Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
* Cycle to Work Scheme & Interest free Season Ticket loans
* A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
* A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
* A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
* Apply to find out about our other benefits
What you'll be doing
* Lead and manage an Operations or Customer Service team to provide high-quality service aligned with strategic objectives.
* Oversee the implementation of new products, changes, and operational solutions to ensure smooth delivery.
* Contribute to the wider Operations business, managing service delivery within budget and targets.
* Be responsible for the performance of your business unit, ensuring excellent customer experience, quality, and productivity.
* Manage stakeholder relationships, support change management initiatives, and represent Operations on project boards when needed.
* Focus on performance management, employee engagement, and building operational capabilities through recruitment, training, and process improvements to meet business needs.
* Drive cost-effective service delivery within your operational line, continuously seeking ways to improve efficiency and align with the site strategy and overall business objectives.
* Manage performance through coaching, feedback, and development, fostering a flexible and skilled operational workforce.
What we're looking for
* A minimum of 2 years in a Line Management role ideally with Financial Services.
* Ideally have an in depth understanding of industry, products, processes and of the relevant systems.
* A good understanding of relevant legislation and regulations is necessary.
* Must possess excellent communication and relationship management skills.
* An analytical mindset whilst also being highly organised and resourceful is essential.
* The ability to streamline workflows and improve operational efficiency is also key.
* Additionally, qualifications such as, CF1, FA1, FA5, FA2, are very much welcome and desired.
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