At a Glance
- Tasks: Lead a dynamic team in managing Life & Pensions complaints and drive operational excellence.
- Company: Join a leading global tech and business services provider with ambitious growth plans.
- Benefits: Enjoy a competitive salary, hybrid working, and ongoing professional development.
- Other info: Exciting opportunity for career progression in a supportive and innovative environment.
- Why this job: Make a real impact in a senior role while shaping a specialist complaints function.
- Qualifications: Proven experience in complaints operations within Financial Services and strong leadership skills.
The predicted salary is between 50000 - 65000 £ 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.
Senior Manager - Complaints Operations (Life & Pensions) employer: Ashton Recruitment
As a leading global technology and business services provider, we pride ourselves on fostering a dynamic work culture that prioritises employee growth and development. Our Belfast City Centre location offers a competitive salary and benefits package, alongside a hybrid working model that promotes work-life balance. Join us to lead a specialist Life & Pensions complaints function, where you will have the opportunity to make a significant impact while being supported by a team dedicated to continuous improvement and exceptional customer outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Complaints Operations (Life & Pensions)
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Ashton Recruitment. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Senior Manager - Complaints Operations (Life & Pensions)
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Ashton Recruitment.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Ashton Recruitment's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Ashton Recruitment
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Ashton Recruitment.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Ashton Recruitment will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Ashton Recruitment employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
