Customer Services Model Office – Senior Manager

Job title:Customer Services Model Office – Senior Manager

Location:Edinburgh or Leeds

Salary: Pay Group 3F

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.

The role, suiting someone with a background in operational optimisation, is central to this journey. 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. This role will lead 6-8 squads of Operational SMEs across the division to identify, design, and implement new and optimised processes, tools, and ways of working, scaling them to deploy across our c.

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. (IP&I)

What you’ll be doing:

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.

• Continuous Improvement & Redesign:You’ll lead your teams in identifying and prioritising opportunities to enhance and reimagine both customer and colleague journeys, driving meaningful and sustainable improvements.

• 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

What you’ll need:

• Deep knowledge and experience of delivering operational optimisation within Financial Services (ideally Insurance, Pensions, and Investments)

• Demonstrated ability to lead, develop, and inspire high-performing teams within fast-paced, dynamic environments

• 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…