Customer Services Major Initiatives – Senior Manager

This is an exciting opportunity for a seasoned professional to take on the role of Customer Services Major Initiatives – Senior Manager at a leading financial institution. Based in either Edinburgh or Leeds, this full-time position offers a competitive salary range of £76,194 - £89,640 and operates on a hybrid working model, requiring a minimum of two days per week in the office.

Advantages for Potential Candidates:

• Strategic Impact: You will be at the forefront of shaping the future of customer services, driving a major customer experience transformation journey. This role offers the chance to make a tangible difference by embedding strategic initiatives and evolving the operational landscape.
• Innovation and Future Technologies: The position actively encourages monitoring emerging trends and technologies, with a specific focus on the potential of AI and robotics. This provides a platform to experiment, design, and prove innovative solutions that can be scaled across the organization.
• Leadership and Development: You will lead teams in the day-to-day delivery of critical components of strategic initiatives. This offers significant leadership experience, the opportunity to foster strong communication networks, and to develop your skills in program management and stakeholder engagement.
• Career Growth in a Dynamic Environment: Working within a fast-changing business that is committed to innovation, you will have ample opportunities for learning and growth. The role demands adaptability and resilience, preparing you for future leadership challenges.
• Comprehensive Benefits Package: Beyond the salary, candidates can expect a generous pension contribution (up to 15%), an annual performance-related bonus, share schemes, adaptable lifestyle benefits, 30 days of holiday plus bank holidays, and a robust package of wellbeing initiatives and parental leave policies.
• Commitment to Diversity and Inclusion: The organization has a strong focus on building an inclusive workplace that reflects modern society and celebrates diversity. They are committed to supporting under-represented groups and have initiatives in place to foster a sense of belonging for all employees.
• Flexible Working: The role supports flexible working arrangements, allowing for a better work-life balance.

Key Considerations for Your Career Path:

• Experience in Large-Scale Change: The ideal candidate will have a proven track record of embedding large-scale change within Financial Services Operations or Customer Service environments. This is a critical requirement for success in this role.
• Navigating Ambiguity: The nature of strategic initiatives means you will need to be comfortable managing complex programs and navigating ambiguity to drive towards a clear vision. A proactive and problem-solving mindset is essential.
• Executive Stakeholder Engagement: You will be working with executive-level leaders on a day-to-day basis. Strong communication skills, the ability to translate insights into actionable plans, and confidence in engaging senior management are paramount.
• Strategic Scanning and Idea Incubation: Success in this role hinges on your ability to scan market trends and emerging technologies, generate innovative ideas, and then effectively incubate and prototype these concepts before scaling. This requires a blend of analytical thinking and practical execution.
• Deep Financial Services Knowledge: A strong understanding of UK financial services operational processes, industry trends, regulatory landscapes, and competitive dynamics will be a significant asset.

This role presents a significant opportunity for a results-oriented leader to contribute to a pivotal transformation within a reputable organization. If you are driven by innovation, strategic change, and making a real impact on customer experience, this position warrants serious consideration for your career progression.