Leading and managing a corporate pension’s and Annuities, customer services operation within the contact centre, consistently delivering an excellent customer service across all propositions and within agreed standards and budgets, delivering and exceeding the Diligenta vision.• Responsible for all aspects of performance of the department including acting on the system ensuring the focus is on removal of predictable and prioritised failure demand and waste; productivity; quality; customer experience and experience of our people.• Performance management and development of direct reports through observing behaviour’s, giving feedback and coaching, ensuring robust objectives are set and are aligned to the corporate competencies.• Jointly responsible for the overall performance of the Contact Centre across all propositions.• Liaising with the Central Planning Team manager to ensure resource planning is effective in order to deliver business, recruitment and training targets.• Responsible for communicating and embedding the vision within the department and communication of key consistent business messages.• Ensuring that the department adheres to defined practice and procedures to maintain consistent and compliant quality of output in line with Company, Industry and legal requirements and ensure all Overseers are competent in the company Training and Competency scheme.• Supporting of Projects as and when required including their shaping and design.

Supporting and developing Managers to ensure they are using best practice in approach to managing their teams whilst maximising resources and ensuring delivery of excellent customer service.• Coaching and developing managers to lead their teams in the right way, whilst engaging there people and effectively addressing performance issues• Improving manager capability through delivering effective coaching and feedback• Working with Operations to optimise results and drive consistency and share best practise.• Enabling managers to be confident in their approach in implementing HR policies and ensuring consistent and effective documentation• Increasing manager versatility• Driving positive improvements in absence and attrition

Day to day running of Edinburgh headquarters, accountable for Health and Safety, Resilience, finance, facilities management, wellbeing, engagement, communication and all site administration.• Coordinated and actioned continuous improvement plans• Organised and facilitated site health and safety and ensured legal obligations met• Governed and coordinated local business continuity planning• Built and embedded a cost-conscious culture whilst managing site procurement• Created and executed site engagement and wellbeing plans, recognised with a Healthy Working Lives Gold Award• Developed and implemented the site communication plans

Coordination and implementation of the new business structure to the call centre, ensuring no impact to customer service.• Orchestrated the Edinburgh transition plan on behalf of senior leadership team• Developed and maintained the Edinburgh people change plans• Created and executed effective communication plans• Identified regulatory activities and ensure robust audit trail• Supported people alignment plans

Planned and oversaw the winter strategy of being there for our most vulnerable customers over the winter period.• Developed and executed a successful winter plan on behalf of senior leadership• Safeguarded employees and customers by realising and mapping contingency• Coordinated activities for the engagement of our people over the winter period• Delivered and communicated the winter plan at senior stakeholder level

Lead, Develop and motivate a team of team leaders to achieve high levels of performance and provide right first time customer contact in order to increase profitability and produce excellent net promoter scores.• Inspired and coached a team of team leaders to provide excellent team outputs• Recruited customer service advisors, on mass, to support over the winter period• Implemented HR polices including absence management and performance management• Headed on disciplinary investigations and grievances• Delivered exceptional performance to achieve business objectives

Lead, inspire, coach and develop a group of customer service advisors to ensure excellent customer service and growth of our business.• Lead, motivated and developed a team of customer service advisors to be the top performing team• Implemented HR polices including absence management and performance management• Headed on disciplinary investigations and grievances• Delivered exceptional performance to achieve business objectives• Built an engaged culture within the team creating an excellent team environment

Delivering excellent customer service over the phone whilst growing our business.• Provided excellent customer service and growth• Achieved top net promoter scores• Coached and supported fellow co-workers