Embark Pensions - Complaints Operations Manager (FTC/Secondment)

Review: Embark Pensions - Complaints Operations Manager (Fixed-Term Contract/Secondment)

This 12-month fixed-term contract/secondment opportunity within Embark Pensions' Complaints team presents a compelling prospect for experienced leaders with a passion for customer advocacy and a knack for problem-solving. If you're looking to make a tangible impact in the financial services sector, particularly within pensions, this role offers significant advantages and some key considerations to guide your career path.

Key Advantages for Candidates:

• Impactful Customer Focus: The core of this role revolves around "resolving customer journeys" and ensuring "good outcomes." This is a fantastic chance to directly influence customer experiences, especially for vulnerable individuals, and to contribute to making financial services more accessible and understandable.
• Leadership and Development: As an Operations Manager, you'll lead a team, providing crucial coaching and development. This is an excellent opportunity to hone your leadership skills, mentor colleagues, and build a high-performing unit dedicated to excellence in complaint resolution.
• Complex Problem-Solving: The role involves personally owning and resolving some of the most complex cases. This offers intellectually stimulating work and a chance to deepen your expertise in navigating intricate financial issues.
• Cross-Functional Collaboration: You'll be collaborating with colleagues at all levels, from providing quick updates to leading strategic discussions. This exposure to different facets of the business can broaden your understanding and network.
• Insight Generation for Improvement: Identifying root causes of issues and sharing insights to improve future customer experiences is a critical component. This allows you to contribute to systemic improvements and drive positive change within the organisation.
• Flexible Working Options: The availability of hybrid working (at least two days in the office) and the potential for job sharing demonstrates a commitment to work-life balance, which is a significant advantage in today's professional landscape.
• Competitive Remuneration: The salary range of £59,850 - £66,500 reflects the seniority and responsibility of this role, offering a rewarding financial package.
• Strong Organisational Values: Lloyds Banking Group highlights a commitment to diversity, equity, and inclusion, with initiatives supporting various employee needs. This suggests a supportive and progressive work environment.
• Comprehensive Benefits: Beyond salary, the role includes a generous pension contribution, performance-related bonuses, share schemes, adaptive lifestyle benefits, ample holiday, and robust wellbeing and parental leave policies.

Key Considerations for Your Career Path:

• Fixed-Term Contract/Secondment: It's important to note that this is a 12-month contract. Candidates should consider how this fits into their long-term career aspirations. It could be an excellent stepping stone for gaining specific experience, or a valuable opportunity to explore a new area of finance.
• Pensions Product Knowledge: "Existing knowledge of complex pensions products is crucial." Candidates without this specific background may find it challenging to hit the ground running. This role would be ideal for someone already established within the pensions industry.
• Supervisory Experience: While not strictly mandatory for the core role, "current experience in supervising complaint management teams including Training & Competence supervision" is an advantage. Those with this experience will likely find the transition smoother.
• Coaching Skills: "Experience of coaching colleagues as part of a high performing team is essential." While the role offers opportunities to develop this, having a foundational understanding and experience in coaching will be highly beneficial.
• Navigating Complex Cases: Be prepared for the intensity of dealing with potentially sensitive and complex customer complaints, especially those involving vulnerable individuals. Strong emotional intelligence and resilience are key.

In summary, the Embark Pensions Complaints Operations Manager role is a significant opportunity for an experienced and empathetic leader within the pensions sector. It offers a chance to make a real difference to customers, develop your leadership capabilities, and contribute to meaningful improvements within a respected financial institution. Candidates who thrive on complex problem-solving and possess strong coaching and communication skills will find this role particularly rewarding.