Customer Effectiveness Manager
CLFIS Limited
Potters Bar, GB
3d ago

Description :

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

What we’re building

We now need a Customer Effectiveness Manager to support the transformation and the future growth of the business within the Customer Services function, so it can stand out for the experience and service we deliver by building on our service reputation, and delivering market-leading service excellence for our customers and advisers.

Job Purpose

  • Responsible for supporting the operations and relationships across the Customer Services both offshore and onshore through our People and Planning teams
  • Ensuring all customer metrics are met through effective forecasting and planning across CS to manage incoming demand through various channels
  • To identify and propose a strategy to align and consolidate the Customer Service Data across multiple product lines within CS, producing a data roadmap that enables the business to use customer data to deliver our goals, specifically for the purpose of customer insight and management information
  • Ownership for People Development across CS, through effective onboarding, continuous learning and ensuring regulatory training is completed.
  • Work in partnership with colleagues in PX to ensure that this core activity is successful delivered in CS in line with the Canada Life People Strategy.

  • To lead and develop direct reports, championing talent management and transparency; embedding a culture of customer, continuous improvement and professionalism.
  • What You'll Do

  • To lead a team including team leaders, through a significant period of change, to deliver successful customer outcomes against operational metrics to our customers and stakeholders.
  • Build and maintain effective working relationships with colleagues at all levels throughout the company and with external partners as appropriate.

    Influence, collaborate and engage with stakeholders to embed new processes and ways of working. Collaborate with other functions and programmes to share information and learnings

  • Encourages empowerment and innovation, enables team to respond in an agile manner to ensure great customer outcomes. Overall an inclusive leader and treats all colleagues fairly.
  • To ensure that appropriate customer outcomes are delivered at an acceptable cost via a regular cycle of process reviews;
  • ensuring risks and issues are identified and resolved or escalated as appropriate.

  • To deliver a customer data strategy that aligns how we manage and maintain customer data to ensure compliance and effect customer management
  • To ensure our people are developed through a consistent and auditable development programme across CS
  • To manage and ensure flexible resource levels (people, skills and availability) are maintained at all times, through effective scheduling and planning, in order for the business to adapt quickly and effectively to peaks in volumes, ensuring service standards are achieved.
  • Who You Are

  • Excellent people management / team coaching and leadership skills
  • Background and experience in people development to attract and retain
  • Previous experience leading operational teams understanding of regulatory, professional and legal requirements
  • Excellent relationship management skills with the ability to work collaboratively within a Management Team, as well with internal stakeholders
  • Able to effectively work with external stakeholders to promote our service credentials, strengthen distributor relationships and manage issues
  • Able to provide strategic input arising from trends and discussion groups, including recommendations for subsequent action plans
  • Experience of successfully managing a major project / change
  • Able to identify implications of events or actions outside of own immediate work area and to take appropriate action
  • Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
  • Excellent written and verbal communication skills
  • Can Do , proactive attitude
  • Diligent and conscientious in the accuracy of their work, excellent attention to detail
  • Ability to operate in a fast paced, dynamic environment and able to work under pressure
  • Qualifications

  • 5 A* - C / 9 4 Grade GCSEs (including English and Maths) or equivalent essential
  • What you’ll like about working here

    As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme.

    You’ll also receive the support you need with your personal and professional development.

    Diversity and inclusion

    Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences

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