Head of Customer Operations - Wealth

Our client seeks a Head of Customer Operations - Wealth to join their team Role Profile: The Head of Customer Operations - Wealth plays a pivotal role in driving exceptional customer experience. You will lead, inspire and guide dedicated teams responsible for onboarding and servicing valued Wealth business customers. Your mission is to champion excellence in customer experience with a relentless commitment to quality, efficiency and effectiveness while maintaining operational rigour. As part of the Customer Services senior leadership team your vision and energy will help design, set and deliver service strategy, collaborating closely with members of the leadership and executive teams Key Responsibilities:Lead, mentor and develop high performing onboarding and servicing teams, striving towards straight-through processing to enhance customer satisfaction.Ensure that the teams appropriately manage their regulatory and risk management obligations, particularly in respect of customer outcomes, outsource responsibilities and operational risk.Utilise MI and data analytics to gain insights into how individual and team performance impacts customer feedback and experience, using this information to drive process and service improvements.Collaborate with cross-functional Business, COO and Second Line leaders to align customer operations activities with broader company goals.Promote a customer-centric culture within the organisation, advocating for customer needs and championing initiatives that enhance customer outcomesEnsure familiarity with risk management programs, as they impact this position, and follow appropriate risk management procedures to control, monitor and report on business activitiesEnsure compliance with Company policies, regulatory, professional & legal requirements Key Skills and Responsibilities:Professional qualifications relating to leadership, change, strategy, financial services (regulations, risk, operations) are desirable but not mandatory. Visionary and energised, leading by example with a relentless commitment to self and team improvement. Disciplined in delivering plans and actions. Thrives as part of a team, delivers excellence under own initiative. Strong industry knowledge of UK and Offshore financial services and underlying product and service rationales, technologies and regulatory environments. Extensive experience in senior stakeholder management with exceptional Executive and Board level report...

For a full list of responsibilities and requirements or to apply for this great role, please visit the website at searchandselect.com, quoting the reference number: 16281