Job Details  
Advertiser: IFDS

Job Title: Head OF Life And Pensions Servicing Operations
Rate:£ Per Year    Benefits: Competitive
Description: Summary

To lead a team of Senior Managers and their teams within SALAS Servicing functions. This must be done in line with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) meeting all Regulatory Requirements and Reporting. Management of processes carried out offshore.

Main Responsibilities

* Is responsible for the following functions:

* ERP Group Pensions NBS Set Up
* Deceased Processing & Critical Illness Claims
* Legal Document Processing
* Client Care Maintenance
* Anti-Money Laundering
* Agent Maintenance
* Settlements Life
* Pensions Retirement Benefit provision & set up
* HMRC Reporting

* Customer service - To ensure the team provides an effective & efficient service function to customers via the telephone, post or any other means of communication or interaction, to greatly enhance our reputation as a truly customer focused Company

* Effective organization - Respond positively to the goals of the team and actively add to the success of the Registration Department
* Service delivery - ensuring IFDS meets client expectation in line with Service Level Agreements (SLA) and Key Performance Indicators (KPI)
* Management of relationship with Team India for processes owned that are carried out offshore
* Process management to ensure processes and procedures are appropriately controlled, monitored and documented
* Staff PDR’s, training & development to ensure regular documented reviews of individual performance, including staff 1:1 meetings, where appropriate, and oversee the teams process in respect of quality and productivity monitoring (applies AOM methodology where applicable)
* Relevant staff are trained and competent
* Accountable for ensuring that Managers are aware of how their individual objectives link to Corporate Goals, documents action plans to achieve own and managers objectives
* Accountable for identifying Learning and Development needs for direct reports, documents requirements and helps facilitate training. Includes T&C requirements
* Accountable for assessing the impact of Learning and Development on direct reports ensuring learning is evaluated and CPD is maintained
* Develops & improves client relations with specific emphasis on client and investor satisfaction
* Budgetary control - Manages the department budget & forecasts
* Maximizes business opportunities through building & developing positive customer and business relationships
* Carries out any other duties which are within the employee's skills and abilities whenever reasonably instructed
* BCP Responsibility
* Successfully implement change to own area, recognising and managing impacts. Inspire people to respond positively to change, and ensure minimal service disruption.

Support/Input into Corporate Projects with relevant skilled resource when required.

Ideal Candidate

* Basic keyboard skills to include awareness of MS Office packages
* Good Verbal reasoning and numeric skills.
* Ability to analyse and appraise work, to identify potential areas of concern that could lead to risk
* 2 years managerial experience
* Detailed knowledge of UK Life & Pensions Administration
* CII Qualified

Excellent Communication Skills

* Experience in Financial Services Investment Industry
* Relationship Management skills
Process Improvement skills – LEAN/SIX SIGMA
Skills Required: Contact Centre
Job Type: Permanent
Start Date:     Duration:
Contact: DST Systems Contact E-mail: Click
Contact Tel: Contact Fax:
Reference: DST/TP/18/10218 Added: 01-11-2017
  IMPORTANT: For jobs based in the UK it is unlawful to employ a person who does not have permission to live and work in the UK. Please ensure you have this permission before applying, unless the advert states otherwise.
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