Head Of Operational Excellence

Who are Diligenta?

Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development.

Summary of the role

In this position you will be responsible for Leading a group of operational support teams to remove barriers, improve operational performance and improve customer experience.

This is a critical role leading the way on understanding key business problems and innovative solutions to improve. You will lead a multi-functional team and collaborate across all operational teams, senior business leaders, clients and 3rd party suppliers, reporting to the Head of Operational Change & IT.

What you'll be doing

• Play a key role in the Operational Leadership Team, collaborating and influencing continuous improvement across operational colleagues
• Lead a department of senior operational managers, working collaboratively towards a common goal of operational excellence
• Develop and maintain a holistic view of gaps/challenges impacting operational colleagues &/or customers
• Drive controlled management, reporting and resolution of corporate and customer impacting events
• Accountable for root cause analysis, insight and sizing of key challenge areas
• Ensure effective controls are established and maintained, to identify issues and implement strategic solutions to proactively identify in future
• Establish best practice tools, techniques and methodologies to deliver high quality, customer centric improvements to our operational processes

What we're looking for

• Experience of working within a matrix organisation and track record of influencing and negotiating at a senior leadership level
• Proven senior leader in a Business and Operational process / continuous improvement
• Experience working within financial services or other highly regulated environments
• Proven track record in stakeholder management
• Continuous improvement, process mapping and analytical reporting skills
• Experience of leading teams of advocates

Benefits

• 25 days holidays + 8 bank holidays
• Company pension scheme membership
• Car Allowance
• Private Healthcare
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing