Trust Customer Team Leader
ID: #8544 Date: 16/09/16
|Location||England, South East, Surrey, Mole Valley, Dorking South|
|Sector(s):||Customer Service jobs|
Strong understanding of how Occupational DC and Master Trust schemes operate and the relevant regimes they operate within. Understanding of DC Governance. Ability to inspire, lead and manage a group of people and allocate resources. An excellent track record of delivering quality outcomes to timescale. Experienced business management professional with very strong understanding of pensions business and operations. Strong understanding of customer (employee/individual and employer/trustee) and adviser demands and journeys and high-level operational processes. Good understanding of risk management frameworks and the Regulatory context Good understanding of governance frameworks Excellent organisational & communication skills Excellent relationship management skills, an ability to influence at all levels. Able to form and express an independent view with credibility, challenging key stakeholders as appropriate.
Oversee the operation of our Occupational DC/Trust based portfolio on the My Money platform ensuring the needs of members, employers and Trustees are met. Developing, implementing and managing scheme specific procedures to comply with scheme’s Trust Deed & Rules. To lead a Customer Facing team creating a culture where we are able to deliver our customer ambition of: Being obsessed with understanding the real needs of our customers and helping them make the best decisions Reward and remunerate our people who aspire and demonstrate they are caring about the service and retention experience of our customers Our people will be highly skilled and motivated individuals who are fully supported and educated to provide a strong and deep service to our customers Excellent service means delivering on our promises, doing the right thing, ensuring we develop and maintain products fulfilling customer needs Working with front line team and act to remove waste, complexity and failure demands to continually improve the service we offer our customers To ensure all team members are engaged, understand the CBS strategy and are motivated and empowered to deliver our customer ambition Ensuring key Controls are effective and risk is managed in line with the Aviva Risk Framework To plan and work to ensure the people and resource plan is delivered within budget and service is delivered to our customers consistently To liaise with other stakeholders and ensure required Pensions Operations activity is co-ordinated and delivered to agreed quality and timescales. Key examples include reporting to Corporate & Business Solutions forums (SLT and Risk Forum), Customer Forum, Customer Committee Management of work in line with agreed service levels and formal service level agreements for key clients Attendance at key client meetings; site visits, governance/Trustee meetings.
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Phone 01603 622200