At a Glance
- Tasks: Lead day-to-day Life & Pensions complaints operations and drive performance against service levels.
- Company: Join a leading global technology and business services provider based in Belfast City Centre.
- Benefits: Enjoy a competitive salary, hybrid working model, and ongoing professional development opportunities.
- Other info: The position is permanent with standard hours from Monday to Friday, 9:00am to 5:00pm.
- Why this job: This role offers significant responsibility and the chance to shape a specialist complaints function.
- Qualifications: Proven experience in complaints operations within Financial Services and strong knowledge of Life & Pensions products required.
The predicted salary is between 50000 - 60000 £ per year.
Location: Belfast City Centre
Salary: Competitive + Benefits
Contract: Permanent
Hours: Monday - Friday, 9:00am - 5:00pm
Hybrid Working: Available following successful completion of probation
Lead a growing Life & Pensions Complaints operation. This is an exciting opportunity for an experienced operational leader to take ownership of a specialist complaints function supporting major UK financial services organisations. The successful candidate will be responsible for leading complaint handling operations, driving performance, ensuring regulatory compliance and delivering exceptional customer outcomes across Life & Pensions products. You will play a pivotal role in managing operational delivery, developing high-performing teams and building strong client relationships while driving continuous improvement across the service.
Key Responsibilities- Lead and oversee the day-to-day delivery of a Life & Pensions complaints operation
- Drive operational performance against agreed service levels, quality standards and customer outcomes
- Provide leadership and direction to Team Leaders, Quality Analysts and Complaints Handlers
- Ensure all complaints are managed in accordance with FCA regulations, DISP requirements and client expectations
- Oversee workload planning, resource allocation and operational efficiency
- Analyse performance data, identify trends and implement improvement initiatives
- Lead root cause analysis activities and ensure meaningful actions are implemented to reduce complaint volumes and improve customer journeys
- Produce and present operational performance reports to senior stakeholders and clients
- Build and maintain strong relationships with internal departments, external clients and key stakeholders
- Support business growth, operational planning and change management initiatives
- Identify and mitigate operational, regulatory and reputational risks
- Foster a culture of accountability, customer focus and continuous improvement
- Proven experience leading complaints operations within a Financial Services environment
- Strong knowledge of Life & Pensions products and customer journeys
- Experience managing operational teams within an FCA-regulated environment
- Demonstrable experience delivering against operational KPIs, SLAs and quality targets
- Strong understanding of complaints governance, regulatory requirements and customer outcome frameworks
- Experience managing performance, coaching leaders and developing high-performing teams
- Excellent stakeholder management and client relationship skills
- Strong analytical, problem-solving and decision-making abilities
- Experience driving operational improvement and change initiatives
- LF1 qualification or equivalent Life & Pensions qualification
- Additional financial services qualifications such as CF1, FA1, FA2, CeFA or R01
- Experience within outsourced business services or contact centre operations
- Knowledge of Consumer Duty requirements and complaint handling best practice
- Experience leading transformation, change or service improvement projects
- Opportunity to join a global organisation with ambitious growth plans
- Senior leadership position with significant responsibility and influence
- Hybrid working model
- Competitive salary and benefits package
- Ongoing professional development and career progression opportunities
- Opportunity to shape and develop a specialist Life & Pensions complaints function
Important Information: Any offer of employment will be subject to the successful completion of Fit and Proper Person checks in line with Financial Conduct Authority (FCA) requirements. These checks may include regulatory references, criminal record checks and verification of qualifications and employment history.
Ashton Recruitment is acting as a Recruitment Agency in relation to this vacancy.
Senior Manager - Complaints Operations (Life & Pensions) in Belfast employer: Ashton Recruitment
Ashton Recruitment partners with a global organisation focused on ambitious growth plans. Located in Belfast City Centre, they offer a competitive benefits package and opportunities for career progression. The team values accountability and continuous improvement in their operations.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Complaints Operations (Life & Pensions) in Belfast
✨Tip Number 1: Get Involved in Consulting Case Competitions
Look for case competitions hosted by universities and consulting firms. They’re a fab way to showcase your problem-solving skills and meet industry players. Plus, winning one can seriously boost your CV, which we know is key when applying for roles like Senior Manager - Complaints Operations (Life & Pensions) at Ashton Recruitment!
✨Tip Number 2: Leverage Alumni Networks
Tap into your university’s alumni network; many consultants love to help out new talent. Reach out to alumni who are working in management consulting, they might have insider knowledge about openings at firms like Ashton Recruitment or be willing to refer you for that Senior Manager - Complaints Operations (Life & Pensions) position!
✨Tip Number 3: Attend Industry Events and Conferences
Keep an eye on management consulting events, workshops, or panels. These are prime opportunities to network with top professionals and get your name out there. You might even bump into someone from Ashton Recruitment who’s on the lookout for their next Senior Manager - Complaints Operations (Life & Pensions) star!
✨Tip Number 4: Polish Your Consulting Skills Online
Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Senior Manager - Complaints Operations (Life & Pensions) role at Ashton Recruitment!
We think you need these skills to ace Senior Manager - Complaints Operations (Life & Pensions) in Belfast
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Ashton Recruitment. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
Professionalise Your Online Presence:Make sure your LinkedIn and any other professional profiles are up to date, reflecting your career aspirations in management consulting. Connect with industry professionals and follow relevant groups—show you’re serious about entering this field. Applying through our website is a great way to get noticed, so showcase your personality and enthusiasm there!
How to prepare for a job interview at Ashton Recruitment
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
✨Know Your Numbers
Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Ashton Recruitment. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
