Service Improvement Specialist

☞ Equiniti

View: 109

Update day: 11-06-2024

Location: Farnborough South East

Category: Consulting / Customer Service IT - Software

Industry: Financial Services Information Technology Services Outsourcing Offshoring

Job type: Contract

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Job content

Reporting to the Head of Operations and working as part of a wider team, whilst supporting all stakeholders, the Service Improvement Specialist will play a pivotal role in identifying and developing and shaping the business following feedback. Identifying and analysing root cause and seeking ways to Continually Improve to drive the business and service forward. They will be responsible for ensuring all activities are delivered timely, accurately and in line with client, budget, quality, risk, regulatory and service expectation.

Business Functions:

Equiniti helps some of the UK’s best-known brands and public sector organisations manage complex and regulated administration covering pensions, payroll and payments.

Our activities are often mission-critical to our clients but not core to their organisations. By taking care of these services, we free them to focus on what matters most. Our solutions are delivered at scale, supporting eight million pension scheme members and paying three million people over £21bn a year. Paymaster works with some of the largest pension schemes in the UK, including the National Health Service scheme with more than 2.6 million members and the Armed Forces Veterans, which we have continuously served since 1836.

We provide technology enabled pension administration designed to provide an interactive experience for our scheme members. Our outsourced solutions help the life and pensions industry deliver high quality customer service and stay one-step ahead of evolving legislation and our expertise allows scheme trustees and sponsors to de-risk through data and calculation management.

Core duties and responsibilities:

The successful candidate will be responsible for the following:

  • Service delivery strategy, management of escalations and client referrals.
  • Monitoring quality and accuracy of output.
  • Identify Root Cause where applicable and suggest Process Improvements to minimise further occurrence.
  • Escalating any issues or concerns to the Head of Operations.
  • Work closely with operational teams and all parts of the business to ensure Client task requirements are understood and delivered on time and accurately.
  • Monitoring feedback, identifying any service issues ensuring appropriate resolution and preventative measures are put in place going forward.
  • Increasing effectiveness of the teams adopting a culture of continuous improvement and operational excellence, through robust processes and ongoing services review.
  • To monitor and deliver against agreed KPIs, both internal benchmarks and contractual requirements.
  • Ensure required management information is produced, validated and issued on time.
  • Audit and compliance requirements are agreed and completed to the client’s and Operational areas satisfaction.
  • Maintain strong client relationships ensuring their operations service requirements are met.
  • Proactively share knowledge with colleagues to ensure best practice is promoted across the team.
  • Act consistently with our Company’s values and maintain the organisations reputation for high standards of business conduct.
  • Provide Monthly Management Information.
  • Engage in any ad hoc projects as required by Head of Operations.
Skills, Attributes and Behaviour:

The successful candidate will demonstrate the following experience, skills and behaviours:

  • Ability to identify root cause, drive thinking around approach and solutions
  • Strong communication and engagement skills, being flexible in approach adapting to the situation in hand.
  • Strong communication and engagement skills, being flexible in approach adapting to the situation in hand.
  • Ability to constructively question the what, why, when and who within the role to ensure you get the best from what you have.
  • Positive can do attitude
  • Prepared to travel
  • Ability to inspire and encourage harmonious relationships across the business
We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.
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Deadline: 26-07-2024

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