Service Delivery Lead

Roles & Responsibilities : Leads the operating unit, evaluating management information and monitoring the performance of the unit to improve the quality of service and meet designated quarterly and annual operational performance targets. Develops and delivers the operating plan for the unit within overall department strategy and guidelines. Manages relationships with key internal stakeholders in order to identify opportunities for service improvement to ensure commercial viability and customer satisfaction. Ensures standards are communicated and implemented in order to maintain service levels and efficiencies and to meet targets. Manages projects aimed at system or process improvement at a local or national level in order to drive continuous improvement of service and engage others through client brand values and standards. May either : Lead a team or act as a technical authority in a process or product area and drive team technical development Desired Candidate Profile : Broad process or project expertise with senior level customer interaction High level of discretion and decision making Strong experience in people management Savings and Retirement Plans Experience of Insurance & Reinsurance systems Strong data manipulation and interpretation skills Ability to understand and challenge accounting processes Ability to embed strong control environment across Financial Control Framework, requires evidence, testing, remedial action plans to ensure compliance Ability to build new processes / controls when required Able to articulate clearly issues / queries / areas of risk to Senior Management Teams - verbally and written L&P Policy Acquisition & Servicing