Role: Corporate Director for Customer Service Delivery
Reports to: Executive Director
Salary: Up to £126K
Location: Bedford Borough Hall. We expect our senior leadership to be visible with staff and key stakeholders to build relationships and deliver business goals. This tends to equate to being physically present with those groups around three days a week. You must be a full-time UK resident.
The role of the Corporate Director, Service Delivery
You will lead our internal and external operational teams providing excellence in end-to-end front-line consumer support, ensuring quality, regulatory compliance and high satisfaction levels. You will ensure the right infrastructure is in place so that the service can flex and adapt, responding to consumer feedback and changes in the policy and technology landscapes. You will ensure our services have the highest levels of accessibility and are delivered in the most cost-effective way, allowing MaPS to serve as many customers as possible. As a senior leader within the Money & Pensions Service, you will play a key leadership role for our people, supporting in the development of organisational vision and strategy, and acting as a role model for our behaviours and culture
The Corporate Director, Service Delivery will be accountable for
- Delivering against our latest Corporate Strategy and Corporate plan.
- Acting as the single service owner across all guidance channels.
- Ensuring our guidance services (self-serve, dashboards and specialist support services), are delivered effectively to maximize funding allowances and minimise cost-to-serve to deliver the greatest impact for the funding we have.
- Effective Programme ownership as the Project/Programme Executive on a few concurrent and substantial projects.
- Driving Operational Excellence and improving overall operational maturity across internal and external delivery teams.
- Ensuring all MaPS in-house services are delivered to the highest-quality and are truly omni-channel, balancing self-serve and supported service channels
- Review and transform services to best utilise our blend of internal and External deliver centres, whilst using research and standards to establish the right blend of self-serve vs “human” delivered guidance.
- Ensuring the service is continually able to meet demand and provide quality advice and guidance in line with our regulatory and quality standards.
- Ensuring competence is maintained at all levels appropriate to roles, either specialist or generalist.
- Providing effective leadership to people in our operational teams, ensuring robust and regular systems of performance monitoring, management and development for staff at all levels.
- Working with a matrix team to develop a clear pathway to deliver our transformation strategies across MaPS.
- To proactively engage, influence and collaborate with stakeholders across the sector, and to consider insights from our frontline services to develop comprehensive, innovative propositions that meet the needs of all targeted consumer segments in a cohesive manner (including exploring how we can increase engagement and reach).
- Building and maintaining exceptional stakeholder relationships including with key delivery partners, Government & regulators.
- Achieving volumes and quality targets in line with core KPIs, as well as challenging and establishing Key Measures with DWP that reflect both impact and demand.
- Being a core part of the wider Money and Pensions Service Leadership Team, supporting the development and delivery of our organisational vision and strategy.
- Advising the senior management and board in identifying key strategic risks and opportunities for the MAPS in relation to corporate policy, propositions and our information and guidance model.
- Engaging with and providing required assurance to the board on activities within the sphere of your accountability.