Head of Customer Operations

Job Title:Head of Customer Operations Ireland

Job Type: Permanent

You will be joining at an exciting time where we are entering into a period of strategic change and ambitious growth across Ireland, UK & Europe. The Customer Operations team will be at the heart of this change and so you will be part of one of the Company’s most high-profile transformation programs of its’ history. This is an exciting opportunity to make your mark and lead a strong, high performing team through change and impact our customers in significant ways. This is a CF-1 and CF-2 role under the Central Bank of Ireland’s Fitness & Probity regime.

Who are we?

We want to be the best place that any of our 6,800 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer our 12 million customers products across our market-leading brands, including Standard Life, SunLife and ReAssure, with c.£259 billion of assets under administration. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done yet.

You will be joining at an exciting time where we are entering into a period of strategic change and ambitious growth across Ireland, UK & Europe. The Customer Operations team will be at the heart of this change and so you will be part of one of the Company’s most high-profile transformation programs of its’ history. This is an exciting opportunity to make your mark and lead a strong, high performing team through change and impact our customers in significant ways.

Key Responsibilities

• We have an incredible opportunity to join us here at Phoenix Group as  Head of Customer Services  during a period of ambitious growth and transformational change in our Irish business Play a key role in shaping and delivering the strategy, direction and priorities for Customer Services Ireland, ensuring this achieves operational targets for turnaround and quality.
• Plan, manage, implement and review change initiatives effectively to improve departmental performance.
• Create an environment of continuous improvement and actively encourage this to be a core to ways of working.
• Develop and manage cross-divisional internal relationships to create a strong network to support the achievement of business objectives.
• Support and develop the Customer Service management team.
• Recruit, manage, coach and develop to create a skilled team to ensure that service levels are met.

What We’re Looking For

• Experience of leading a large customer focussed function  at a senior level with the ability to develop and deliver  a vision and strategy through an engaged, high performing team..
• A strategic thinker with strong commercial acumen.
• Can evidence leadership of significant change and continuous improvement  programmes within a large, commercial framework.
• Can evidence strong stakeholder engagement and management and can navigate within complex organisational structures.
• Experience / has knowledge of managing risk and compliance issues within a financial services environment.
• QFA qualified or equivalent experience
• Note: The individual who fulfils this role is required to hold certain qualifications as set out in the Central Bank of Ireland’s Minimum Competency Code. In addition, they are required to undertake a programme of Continuing Professional Development (CPD) annually. Further details are available on request from the People Team or directly from the Central Bank of Ireland.

What We Offer

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix

Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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