Description
A Rare and Exciting opportunity for a Head of/Director of Customer Services in Leeds has been released. This will initially be a 6 month engagement but likely to run for 9 months.
The successful candidate will be proven at a Head Of/Director level along with operational experience in regulated complaint handling and working with Ofgem or the FCA.
Duration: 6-9 Months
Day Rate: To be discussed
Interview & Start Date: ASAP - No long notice periods suitable
Key Skills & Experience:
. Experience in Regulated Complaint Handling essential - FCA or Ofgem
. Strong leadership skills required, including extensive experience of managing multi-site complex operations
. Excellent understanding of regulatory requirements specific to complaints, and application thereof
. Experience of understanding and interpreting complex data (particularly RCA) to identify improvement opportunities
. Essential experience of having transformed Complaints Organisations of a similar size, scale and complexity
. External best practice to identify alternate models that are adoptable
. Experience of delivering scale transformation in complex large organisations
The Role In Detail:
The Head of Customer Service/Head Of Resolutions professional will provide leadership and operational delivery expertise for the complaints teams across multiple sites. A large part of this position will be regulatory management across all aspects within the business and external interface with regulatory bodies such as Ofgem & FCA. You will be the SME and provide business leadership for the transformation of the existing complaints function into the new Customer Resolutions function.
Detailed accountabilities:
Leadership and operational delivery of complaints teams
. Leadership of team of c700 FTE plus operating across 6 locations
. Accountability for operational delivery of all associated KPIs covering efficiency, customer outcomes, regulatory requirements, colleague metrics
. Deliver financial budget for 2020 and financial plan for 2021 in line with business expectations
Regulatory management across all aspects within the business and external interface
. Regulated Approved Persons status for all Complaint Handling activity
. Extensive abilities to interface directly with Regulators, and internal regulatory teams
. Leadership of implementation of new SMCR regime
SME and business leadership for the transformation of the existing complaints function
. Leadership of operating model design to deliver effective and efficient customer outcomes, balanced with commercial outcomes in the timeline required
. Datamodelling sign of for tier 2 and associated tier 1 workload model
. Implementation of KMPG recommendations on complaint handling best practice
. Change leadership of all Complaints team transformation projects
Candidates will need to show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 72 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
This opportunity doesn't come along often, so make sure you APPLY NOW for swift consideration!
Pontoon is an employment consultancy and operates as an equal opportunities employer.