Operations Manager - IWCOO Workplace Pensions

Job Description

We have an exciting opportunity for an Operations Manager to join our Workplace Pensions (WPP) team in Edinburgh.

WPP is part of our Insurance and Wealth Chief Operating Office (IWCOO) which provides critical services to the Group's customers, supporting them with their Insurance and Wealth needs. We are responsible for delivering exceptional service to our Life, Pensions and Investments (LP&I), General Insurance (GI) and Wealth customers. IWCOO forms part of Lloyds Banking Group along with our other well-recognised brands Halifax, Bank of Scotland and Lloyds Bank (Home Insurance), Lloyds Bank Private Banking and Bank of Scotland Private Banking (Wealth).

Within IWCOO our primary focus is our customers and colleagues. We're passionate about making a difference whilst keeping the customer at the heart of everything we do. We're also focused on continuing to improve customer experience, simplifying our business and making IWCOO a great place to work for our colleagues.

WPP is a growing business and has produced excellent results for our customers, leading to an award winning service accreditation. We achieved CCA Global Standard Level 7 accreditation in 2020. This is an industry leading award for customer service organisations who have demonstrated the latest customer focused approach in crafting and developing the best environment for the delivery of customer service excellence. With the needs of these customers constantly evolving, this is an exciting time to be a part of the business!

The successful candidate will preferably have pensions knowledge and have a proven track record of delivery within a Telephony environment and across a wide and diverse range of accountabilities. These include business and service performance, leading and running effective change, delivering the risk and conduct strategy to protect our customers and our business. You should be able to drive, influence and inspire teams to deliver the best service for our customers. You'll influence at executive level and contribute to the strategic direction of the business to ensure the continued success and transformation of the team and customer experience. Our team is based in Edinburgh and there will be an opportunity to have flexibility to work in the office and from home.

Strong interpersonal and communication skills are essential. We are looking for a visible dedication to the provision of 'outstanding' customer service, and the ability to shape and drive the continuous improvement of our services to make sure that the customer always has the best experience in all their interactions with us.

Key Accountabilities:

  • Plan and lead the Workplace Pensions Telephony and Service teams to ensure an efficient operation which meets customer needs.

  • Positively influence others by demonstrating core LBG values and behaviours.

  • Provide insightful information, guidance and advice to influence business decisions to a wide range of partners.

  • Establish and form relationships across the wider area to optimise business results.

  • Identify process enhancements to deliver operational efficiency through a process of continuous improvement and review.

  • Support or assume responsibility for agreed strategic change projects, coordinating plans and resources to achieve agreed results within the required time, cost and quality parameters.

  • Lead and Influence a robust team developing colleagues through stretching objectives, feedback and coaching, role modelling the "Your Best" ethos.

  • Co-ordinate the preparation of information for the planning, budgeting and forecasting process, ensuring assigned business areas are aware of their performance and any variance from agreed targets.

  • Ensure the technical accuracy of all models used by team members so that effective analysis takes place for the business areas supported.

  • Identify, review, evaluate and mitigate potential risks ensuring adherence to relevant risk policies and frameworks or to ensure compliance with internal/external regulations.

We are an equal opportunity employer and deeply value diversity within our organisation.