Service Management Executive (9 month FTC)

at  Close Brothers Group

OVERALL SUMMARY

The Service Management team forms part of the wider Service Delivery Management Team. As the Service Management Executive, you will be reporting directly into the Operations Service Management Manager. Service Management will act as the face and voice of the client internally within the Operations Department, whilst also being the voice of Operations to the Front Office. You will be responsible for supporting the oversight of the Service Management Framework for Operations and proactively coordinating and communicating the resolution of Operations Service related issues.

RESPONSIBILITIES

• Accept, manage and facilitate resolution of Operations Service Management issues raised by Key Stakeholders.
• Co-ordinate the resolution of service issues where it requires multiple teams input and then drive continuous improvements in Service off the back of these cases.
• Provide updates and alerts to stakeholders on known issues, planned service changes or other Service Management changes.
• Produce Service Management Dashboards.
• Provide insight and identify training opportunities to Front Line and other teams to improve the engagement with operations.
• Hold regular meetings with Key Stakeholders to discuss Service Management SLAs/KPIs, trends and queries.
• Support the definition and delivery of projects into operations that improve the service management outcomes. Consider client service and SLA impact when new projects are implemented.
• Collaboratively work alongside the Operations Risk Event Team to identify/support root cause analysis and remediation of issues, incidents and escalation.
• Engage with IT and Front Office Servicing Teams, where necessary, to support the resolution of service issues (single help desk concept, using a single tool to track).
• Support the service owners with their establishment of Service Management standards within Operations, driving forward best practice.
• Creating communications to the relevant departments and key stakeholders for business updates, enhancements and service related issues.
• Be aligned to the Calendar of Events, working with the Front Office to establish best practices and improvements around sensitive times of the year (e.g. tax year-end, tax pack schedules, reporting schedules, ISA season, etc.) and provide Stakeholders with timely reminders.
• Ensure that all processes used by the Service Management Team are thoroughly documented, consistently audited, and regularly improved. Ad hoc project/processes, as define by your line manager
  The role will require regular interaction with Front Office, Operations and other stakeholders.

REGULATORY RESPONSIBILITIES ¦ COMPLIANCE/T&C

• Ability to demonstrate an understanding of the regulatory framework relevant to the role, whilst practising effective risk management taking account of outcomes for clients.