Job Summary

The Head of Customer Operations - Wealth plays a pivotal role in driving exceptional customer experience. You will lead, inspire and guide our dedicated teams responsible for onboarding and servicing our valued Wealth business customers. Your mission is to champion excellence in customer experience with a relentless commitment to quality, efficiency and effectiveness while maintaining operational rigour. As part of the Customer Services senior leadership team your vision and energy will help design, set and deliver our service strategy, collaborating closely with members of the Canada Life leadership and executive teams.

What you'll do

• Lead, mentor and develop high performing onboarding and servicing teams, striving towards straight-through processing to enhance customer satisfaction
• Ensure that the teams appropriately manage their regulatory and risk management obligations, particularly in respect of customer outcomes, outsource responsibilities and operational risk.
• Utilise MI and data analytics to gain insights into how individual and team performance impacts customer feedback and experience, using this information to drive process and service improvements.
• Collaborate with cross-functional Business, COO and Second Line leaders to align customer operations activities with broader company goals.
• Promote a customer-centric culture within the organisation, advocating for customer needs and championing initiatives that enhance customer outcomes.
• Ensure familiarity with risk management programs, as they impact this position, and follow appropriate risk management procedures to control, monitor and report on business activities.
• Ensure compliance with Company policies, regulatory, professional & legal requirements.
• Set and execute customer services strategy as part of senior leadership team.
• Key customer services contact point for business line MD and proposition team colleagues
• Decision making authority – complaints resolution, ex-gratia payments.
• Escalation point for onboarding and servicing complaints.
• Cost centre ownership and budget responsibility
• People responsibility for teams in scope, including recruitment, performance management, pay and reward.

• Team Working & Cross Functional Collaboration
• Communication & Influencing
• Delivering Superior Customer Satisfaction
• Drive for Results
• Manages Risk Effectively
• Problem Solving & Decision Making
• Build Collaborative Partnerships
• Develop Talent
• Drive Innovation & Change

• Visionary and energised, leading by example with a relentless commitment to self and team improvement. Disciplined in delivering plans and actions. Thrives as part of a team, delivers excellence under own initiative.
• Strong industry knowledge of UK and Offshore financial services and underlying product and service rationales, technologies and regulatory environments.
• Extensive experience in senior stakeholder management with exceptional Executive and Board level report writing and presentation skills.
• Leading teams through periods of innovation and change, role modelling and developing new ways of working.
• Experience in developing and leading high performing operational teams within tightly controlled deadlines and service levels.
• Strong analytical skills to interpret data and MI and translate into solid plans and actions with clear outcomes and benefits.
• Forward looking view with a focus on forecasting and capacity planning.Professional qualifications relating to leadership, change, strategy, financial services (regulations, risk, operations) are desirable but not mandatory.