Service Delivery Manager - Edinburgh

Edinburgh, Edinburgh
£55,000 - £65,000 per annum
16 Jun 2017
14 Jul 2017
Contract Type
Full Time
Service Delivery Manager - Edinburgh
£55000 - £65000 per annum + bonus

The purpose of this key role within the GCS business unit is to lead, develop, engage and inspire teams of people / a divisional business unit within GCS. This role operates at that critical layer within the business that sits between the necessary operational day to day management of the business unit and at the same time being actively engaged in the wider strategic direction of the business unit and wider business as a whole. The Service Delivery Manager role supports front-line colleagues who service any of our key customer groups (including intermediaries, employers, policy holders or those acting on behalf of policy holders) and at any point across the full customer lifecycle (from on-boarding through general servicing through customer relations and across any GCS support functions). There are 3 core components to the role:

Managing service quality

* Is accountable for service quality assurance, ensuring the quality standards set out are delivered and maintained
* Is accountable for embedding effective risk management and ensuring the control environment within which their teams operate is strengthened
* Acts as a key escalated support on cases / customer issues
* Is accountable and responsible for effective, accurate and efficient performance reporting

Coordinating change and improvement

* Acts as the customer champion, challenging teams and performance standards to ensure our service standards are maintained and delivered
* Leads and supports local continuous improvement across teams, ensuring sustained improvements
* Collaborates with other areas to deliver operational change and agitates / initiates change where required
* Contributes to and supports major change initiatives