Essential Criteria
- Experience of demonstrating a strong consumers focus, especially for those in vulnerable circumstances.
- Demonstrable and proven experience of successfully leading large front-line, multi-channel customer contact operations within a complex and highly regulated environment, through internal delivery teams and outsourced partners.
- Experience of transforming service delivery – both people and operations – in line with changes to legislative, market and consumer changes.
- Experience of service ownership and driving product teams to deliver improvements via agile methodologies and an understanding of AI and Self-serve tools, with a experience of implementing and/or maximising CRM and Omni-channel tools to deliver the right balance of Digital and Self-serve services.
- Evidence of implementing and embedding outsourced or insourced services.
- Demonstrable experience of engagement, advice and influence at board level with the ability to shape strategic direction and translate to effective delivery.
- Experience of leading and motivating multi-functional and geographically dispersed teams, role modelling collaboration, teamwork and continuous learning.
- Strong communication skills with the credibility and authority to be the lead spokesperson on Guidance Services across the UK for MaPS in a range of different fora.
- Evidence of a proactive, results-driven and collaborative approach and a willingness to challenge the status quo and come up with new ideas and approaches to achieve the successful delivery of corporate objectives.
- The ability to work at pace in a complex environment, driving progress in the face of a range of competing views and priorities and being calm and resilient in pressured situations.
Desirable Criteria
- Experience of financial services and/or pensions.