Head Of Operational Excellence

at  Diligenta

Who Are Diligenta
Diligenta’s vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients’ operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
Summary of the role
In this position you will be responsible for Leading a group of operational support teams to remove barriers, improve operational performance and improve customer experience.
This is a critical role leading the way on understanding key business problems and innovative solutions to improve. You will lead a multi-functional team and collaborate across all operational teams, senior business leaders, clients and 3rd party suppliers, reporting to the Head of Operational Change & IT.

What you’ll be doing

• Play a key role in the Operational Leadership Team, collaborating and influencing continuous improvement across operational colleagues
• Lead a department of senior operational managers, working collaboratively towards a common goal of operational excellence
• Develop and maintain a holistic view of gaps/challenges impacting operational colleagues &/or customers
• Drive controlled management, reporting and resolution of corporate and customer impacting events
• Accountable for root cause analysis, insight and sizing of key challenge areas
• Ensure effective controls are established and maintained, to identify issues and implement strategic solutions to proactively identify in future
• Establish best practice tools, techniques and methodologies to deliver high quality, customer centric improvements to our operational processes

• Play a key role in the Operational Leadership Team, collaborating and influencing continuous improvement across operational colleagues
• Lead a department of senior operational managers, working collaboratively towards a common goal of operational excellence
• Develop and maintain a holistic view of gaps/challenges impacting operational colleagues &/or customers
• Drive controlled management, reporting and resolution of corporate and customer impacting events
• Accountable for root cause analysis, insight and sizing of key challenge areas
• Ensure effective controls are established and maintained, to identify issues and implement strategic solutions to proactively identify in future
• Establish best practice tools, techniques and methodologies to deliver high quality, customer centric improvements to our operational processe