Service Manager

Service Manager

London

12 Months FTC

Reports to Service Delivery Manager

One of our large Financial clients is looking for an experienced Service Manager

The role holder will ensure that achieves consistent first-class performance from the claims and customer contact operational teams through building strong business relationships with key stakeholders, monitoring the appropriate performance measures with rapid resolution of service delivery issues, providing oversight and support to the teams impacting service delivery. The role holder will have a methodical approach with the ability to interpret data with an aim to deliver improved services for customers. The role holder will support the overall governance of key operational service providers and may occasionally deputise for the Service Delivery Manager

My Priorities - what I will deliver

Leadership

• Work closely with senior Stakeholders to deliver the services in line with the strategic outsourcing strategy
• Responsibility for the delivery of the Services receives from its service providers
• Practice and advocate strong partnership behaviours with service providers, consistently championing improved ways of working promoting a 'think win win' approach
• Implement strong collaboration across (but not limited to) TCT, Defaults, Emerging Issues, Quality Assurance and Planning to ensure that the Service Providers are fully prepared for potential workloads
• Provide oversight and challenge to Customer teams in their delivery for customers; supporting operational improvements and prioritisation of activities.

Service Management

• Develop strong operational relationships with key stakeholders at each service provider, by conducting (where appropriate) regular review meetings, embedding robust governance and oversight arrangements, and displaying excellent communication and influencing skills
• Maximise delivery of all service provider/operational performance against contractual KPIs and SLAs, including Customer Satisfaction, Quality and Customer Experience ensuring speedy issue resolution utilising the subject matter experts
• Utilise data and MI to make decisions and monitor performance to deliver optimum service levels, whilst delivering value for money
• Work closely with the technical claims team to ensure day to day operational support is in place whilst any issues are managed and mitigated through to resolution
• Support, collaborate and challenge the operational resource planning team to build short-, medium- and long-term capacity planning and workforce management requirements for claims handling activity
• Ensure continuous improvement of services delivered to the customer through the implementation of operational best practice and interaction with the wider team
• Manage service provider and internal stakeholder expectations and ensure the change implementations/use of the services are within the agreed scope and timeframe
• Identify and implement new ways of working or good practice to improve service delivery performance and accuracy by evaluating areas of opportunity and implementing improvements
• Identify, assess, manage, and report risks, taking a proactive approach to mitigating impacts aligned with regulatory requirements and frameworks and policies
• Oversee claim transition and acceptance from Emerging Issues into business-as-usual activity across the operation
• Analysis, report and present trends using a suite of daily, weekly and monthly reports with narrative on all operation variables such as sickness, quality, performance statistics, service delivery and attrition to an agreed schedule.
• Flexibility and adaptation to sudden changing business demands

Commercial Governance

• Support operational transition activities to ensure risks to customers and services are managed and mitigated.
• Ensure operational plans deliver to' forecast
• Having a good understanding of Procurement or Contract management processes and good industry practice, escalating issues that may impact the contract as appropriate
• Managing suppliers and other third parties to ensure the delivery against' Mission and strategic ambitions
• Support' commercial management and governance activities, where required

Knowledge - what I need to know

• ITIL accredited or equivalent experience
• Educated to degree level or equivalent and/or relevant financial services experience
• Extensive experience of managing tier one outsourcer suppliers
• Excellent communication skills and the ability to build relationships to executive level
• Strong commercial acumen and stakeholder management ability
• Excellent organisational and administrative skills
• Strong influencing and negotiating skills
• Leadership experience and the ability to drive change

The role holder must be willing to work both at in London and spend time at our partner's site(s) across the UK.

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