Customer Service Director
I have been exclusively retained by a leading Company in Derry who provide support to The Financial Services Industry. They are looking to recruit a Customer Service Director, this is a key operational leadership role responsible for the oversight of client service and the strategic development of operational requirements to deliver key service outcomes for their clients. Salary expectations £60k - £80k Basic + Bonus + Pension
· Directly accountable for client service and portfolio management of up to 6 clients or equivalent monthly income of £500k ·
Accountable for the management of risk issues within the area of responsibility, specifically to ensure compliance with regulatory and legal requirements, including Conduct Risk and regulation in line with business activity. In addition to own the deliver against audit activity undertaken within the area of responsibility.
· Strategic development of operational requirements to deliver key service outcomes
· Primary accountability for the successful conduct of regular client reviews and delivery of operational commitments, act as final point of escalation for client issues.
· Define, negotiate and agree the effective utilisation of resource in line with service specifications both internally and externally
· Negotiate and liaise with Commercial and Finance to facilitate changing commercial requirements.
· In conjunction with operational management teams maintain day to day oversight of operational activity and be accountable to Clients in terms of service delivery.
· Provide advice and recommendations for clients in terms of customer service delivery and arrears performance.
· Drive quality and consistency through the use of MI KPI’s in respect of Client Service delivery.· Work collaboratively across operations, commercial and the broader business in order to deliver strategic aims.
· Partner with Client relations to optimise existing Client profitability through business planning and collaborative and deliver increased revenue streams for client. Management responsibilities:Strategically lead and develop a senior operational management team to enhance performance by setting clear accountable performance measures, identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching development opportunities.
Essential Experience
· Extensive experiencing of managing operational teams in financial services and /or outsourced servicing · Proven Account Management and/or relationship management experience preferably within a financial services or out-sourcing business.
- Established track record of exceeding targets, whilst adhering to internal and external, regulatory, operational, compliance, IT and key control systems and procedures.
· Developed analytical skills, with an ability to interpret MI and take decisions/make recommendations as a result.
- . Demonstrated ability to motivate and communicate with others to achieve results.
· Excellent relationships across all areas and levels with the ability to utilise these contacts to deliver service improvements for the client.
- . Knowledge of third party mortgage processing
- . Excellent communication skills
- . Evidence of successful negotiation skills
- . Able to adapt and succeed in a changing environment
· Evidence of well developed leadership skills.
- .Strong strategic and customer focus with a clear understanding of the wider issues impacting the financial services industry.
Desirable · Knowledge and experience of the UK mortgage market and FCA Awareness
If you would be interested in this opportunity please call Lynne Davidson in confidence on 02890446911
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