Head of Customer Experience & Operations (Great Blue Chip Co.)

90000.00 - 120000.00 GBP Annual + GBP90000 - GBP120000/annum Bonus + Blue Chip Benefits
16 Feb 2017
19 Feb 2017
Contract Type
Full Time
Head of Customer Experience & Operations, Essex Area, Great Blue Chip Company, Up to GBP120,000 + Bonus + Blue Chip Benefits

The Company:

Established in over 15 years ago, this company is one of the UK's leading investment platform for advisers and other financial institutions, with assets under administration of GBP77.5 billion. It provides flexible administration and management services for advisers and their clients as well as dealing and custody services for financial institutions. They are also is authorised and regulated by the Financial Conduct Authority.

Purpose of the Role:

This position is taking responsibility for the definition and delivery of the operational strategy and financial management of the Retail Operations and Customer Experience functions (circa 300 staff). As Head of the department this role is a strategic one to provide a robust stewardship of the firms activities in support of its business strategy whilst ensuring compliance with relevant regulations.


Develop and direct a customer service strategy for Retail and Operations, formulating plans to ensure delivery of its commercial, service, quality and regulatory objectives and providing an environment for employees to maximise business and personal performance.

Develop and direct the financial management of retail and operations to contribute to the profitability of the business.

To act as a lead on change programmes and projects, directing delivery to scope, time and costs, including Chairing of Steering Committees

Ensuring systems and processes are appropriately in place that comply with FCA regulations

Ensuring the effective management or all outsourced providers

Manage, monitor and control all operational processes, this includes day to day processing of client activities within regulation and agreed SLA's

Take the lead of management of employees through direct reporting line (currently 5)

Ideal Background:

Previous experience of Head of Operations/Customer Experience
Understanding or experience of working within an FCA compliant organisation (Financial Services etc)
Investment Platform industry exposure would be strong advantage to the role
Strong Strategic working experience rather than Operational and this position lends more strategy rather than Operational as there is currently a Customer Experience Manager in place (this person will report into this open position)
Great People Leadership experience
Experience of Senior Management exposure preferably within a financial services industry