At a Glance
- Tasks: Lead transformation of client service across multiple business areas in financial services.
- Company: Join a leading firm focused on enhancing customer experiences.
- Benefits: 12-month fixed-term contract with competitive salary and professional growth opportunities.
- Other info: Dynamic role requiring strong stakeholder influence and data-driven decision-making.
- Why this job: Make a real impact by improving client journeys and driving service excellence.
- Qualifications: Proven leadership in customer service transformation within regulated financial services.
Hanover are exclusively retained on a senior fixed-term contract opportunity for an experienced client/customer service transformation leader within a regulated financial services environment. This is an initial 12-month fixed-term contract, focused on bringing together and transforming the client/customer function across two existing business areas. The mandate is broad: improve end-to-end client journeys, create consistency across service channels, strengthen operational discipline, and deliver measurable improvements in customer outcomes.
The successful candidate will have a strong track record of leading multi-channel customer or client service operations at scale, with clear evidence of improving customer journeys, reducing friction, embedding robust MI and governance, and driving continuous improvement across people, process, and technology. Experience in regulated financial services is essential, ideally with exposure to Consumer Duty, complaints, vulnerable customers, operational risk, and service transformation.
You will need to be comfortable operating at pace, influencing senior stakeholders, and translating insight into practical service improvements that deliver better outcomes for customers and the business. This would suit an individual who can quickly assess the current landscape, bring teams together around a clear target operating model, and leave behind a more joined-up, data-led and customer-centric client function.
Key experience required:
- Senior leadership of customer/client service, operations, or transformation within regulated financial services
- Evidence of improving end-to-end customer or client journeys across multiple channels
- Experience bringing together teams, processes, or service models across different business areas
- Strong understanding of MI, service performance, complaints, risk controls, and continuous improvement
- Ability to influence senior stakeholders and deliver change in a complex environment
If this sounds like you, please get in touch for a confidential conversation.
Head of Client Service Transformation – 12-month FTC in Newcastle upon Tyne employer: Hanover
Join a dynamic team where your expertise as an Experienced Analysis Actuary will be valued and rewarded. Our company fosters a collaborative work culture that prioritises employee growth, offering ample opportunities for professional development in the exciting field of insurance linked securities. Located in a vibrant area, we provide a competitive salary and an attractive bonus structure, making us an excellent employer for those seeking meaningful and impactful work.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Service Transformation – 12-month FTC in Newcastle upon Tyne
✨Get Involved in Financial Networks
Join local financial associations or forums where you can connect with professionals in financial-controlling. Networking events often lead to temporary positions, as companies look for quick hires when they need extra hands.
✨Showcase Your Skills on Temporary Job Boards
Focus on platforms that specifically cater to temporary roles in finance. Sites like Reed or Totaljobs often list short-term gigs that are perfect for getting your foot in the door, and you can apply directly through our website for roles at Hanover.
✨Leverage Your Uni's Career Services
If you're still in university, tap into your career services for internship or temporary job placements. They often have insider info on companies like Hanover looking for temporary financial support, and they might help you polish your pitch.
✨Flexible Availability is Key
For temporary positions in financial-controlling, your availability can make a huge difference. Highlight your willingness to start immediately or work irregular hours when speaking to employers. This flexibility can land you that sought-after role!
We think you need these skills to ace Head of Client Service Transformation – 12-month FTC in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Academic Aces:In the financial controlling game, grades and relevant certifications can make a significant difference. Be sure to highlight your academic achievements, like finance-related coursework and any professional certifications you’ve got on your CV that show you’re clued up in this area. It’s all about demonstrating that you’re not just good at numbers but also know your stuff!
Quantify Your Achievements:When applying for a temporary role in financial controlling, make sure your CV reflects any previous experience with real, measurable outcomes. Use numbers to showcase your past successes, like percentage improvements in budgeting or cost savings you’ve achieved in previous roles. This not only gives us insights into your capabilities but also tells us you're results-driven.
Personalise Your Application:We love seeing applicants who take the time to tailor their applications! In your cover letter, mention why you’re particularly interested in the temporary role with Hanover and how your specific skills and experiences align with the job. Show us that you see this role as an opportunity to contribute, even if it's for a short stint!
Flexibility is Key:Since this is a temporary position, make sure to highlight your availability in your application. We’re interested in knowing how soon you can start and if you’re open to working flexible hours. This shows us your eagerness to jump right in and adapt to the dynamic needs of our team at Hanover.
How to prepare for a job interview at Hanover
✨Get Hands-On with Financial Tools
Being in financial controlling means you’ll likely be working with various software like Excel, Power BI, or even SAP. Make sure you brush up on these tools and prepare to discuss your experience using them. Being able to reference specific projects or analyses where you employed these programs will definitely give you an edge.
✨Prepare for Technical Financial Questions
Expect scenario-based questions where you might need to analyse financial statements or suggest budgetary strategies during the interview. Practising common financial concepts like variance analysis or cost control measures will not only boost your confidence but also prove your suitability for the role.
✨Show Your Flexibility and Adaptability
As this is a temporary position, the interviewers will want to see that you can hit the ground running. Be sure to highlight any previous short-term roles or projects where you successfully adapted to new environments quickly – this will showcase your readiness to tackle challenges head-on.
✨Highlight Your Commitment to Precision
In financial controlling, attention to detail is absolutely crucial. Be ready to provide examples from your past work that demonstrate your ability to spot discrepancies and ensure accuracy in financial reporting. Your precision could be the factor that sets you apart in a temporary role like this one!
