Role Name
Reporting To
Direct Reports
Competency Level
Overall Job Purpose
Key Accountabilities
Essential
Requirements
Service Delivery Support Manager
Head of Service Delivery
Circa 3 FTEs
Manager
• To drive quality achievement, through a small shared service
team, by delivering effective assurance services to all service
delivery teams helping them to achieve effective customer
operations through consistent standards.
• Ensuring that our partner organisations are aligned to our
service standards, and maintaining an open dialogue with our
partners to share best practice and seek continuous
improvement.
• Devising quality assurance, training, communications and
business protocol development strategies for all customer
service operations.
• Implementing and operating appropriate quality assurance
methodologies for all operational services, ensuring third party
providers consistently deliver to the required quality standards.
• Both promoting and driving quality achievement and
performance improvement.
• Establishing and managing appropriate training approaches with
third party operational service providers to ensure that customer
advisors deliver high quality money management advice in the
required way.
• Translating business and operational strategies into business
rules and protocols and ensuring consistent application of these
in the advice we provide through our service delivery partners.
• Ensuring appropriate systems and documentation is place
internally and by the third party providers.
• Establishing efficient reporting standards in respect of QA and
protocol implementation and delivery.
• Identifying opportunities for service improvement and facilitating
these improvements.
• Working closely with service operational managers.
• Evaluating costs/benefits and operational savings for our partner
contracts and identifying continuous improvement opportunities
to determine viability and priority.
• Supporting new product launches into operations through
training, protocol development and assurance approaches.
• Measuring, analysing, and reporting on quality performance,
including developing performance metrics.
• Leading and motivating a small team.
• First class expertise in managing business rules (protocols)
quality assurance, training and communication within an
operational delivery environment.
• Extensive expertise in project lifecycle methodologies, process
design and improvement methodologies, deployment of change
processes, risk and mitigation management and reporting,
project evaluation and analysis.
• Solid operational understanding of the managing operational
metrics, operational levers and quality processes.
•
•
•
•
•
•
•
•
In depth knowledge of continuous improvement approaches and
process development and a track record of delivering business
improvement.
Substantial demonstrable capability in managing operational
services contracts with proven expertise in service delivery
through third partners.
Excellent stakeholder management and customer service skills
Proven ability to build relationships quickly and effectively with
colleagues and 3rd party providers.
Expertise in budget management, target setting and
performance indicator management across a team.
Strong IT and MS Office (esp. Excel) skills.
People management expertise.
Flexibility to travel around the UK or wider (subject to 3rd party
provider locations).