At a Glance
- Tasks: Lead and develop a high-performing Client Services function in pensions.
- Company: Join Howden, a global insurance group with a unique employee-owned culture.
- Benefits: Enjoy work/life balance, career progression, and a supportive environment.
- Other info: Be part of a collaborative team focused on continuous improvement and growth.
- Why this job: Make a real impact by driving exceptional client experiences and service excellence.
- Qualifications: Proven leadership skills and experience in client services management.
The predicted salary is between 51750 - 63250 £ per year.
Who are we? Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.
Role Purpose: The Head of Client Services - Pensions is responsible for leading and developing a high-performing Client Services function, ensuring the consistent delivery of exceptional colleague, consultant and client experiences across their specialism. The role provides strategic and operational leadership, ensuring the function operates effectively, efficiently and in accordance with regulatory, governance and business requirements. This role sits between Client Services Managers and the Head of Professional Excellence & Client Services and on a day-to-day basis ensures:
- Consistent delivery of high-quality client servicing outcomes
- Effective leadership and development of management teams
- Strong governance, compliance and risk management oversight
- Delivery of business objectives and functional goals
- Capacity and capability aligned to current and future business needs
- A culture of professionalism, accountability, collaboration and continuous improvement
The Head of Client Services acts as the senior point of escalation for significant operational, client or people matters and is accountable for ensuring their area is appropriately structured, resourced and governed to support sustainable growth and service excellence.
Key Responsibilities
- Leadership & People Development
- Provide leadership, direction and support to Principal Managers, Managers and Associate Managers.
- Create a high-performance culture focused on accountability, engagement, development and client outcomes.
- Drive implementation of the Professional Excellence Programme and associated capability frameworks.
- Ensure robust succession planning and talent development across all levels.
- Lead quarterly talent reviews and contribute to broader organisational talent discussions.
- Build management capability through coaching, mentoring and constructive challenge.
- Champion colleague engagement, wellbeing and inclusion.
- Operational Leadership & Service Delivery
- Maintain overall accountability for operational performance across the relevant Client Services function.
- Ensure delivery of service standards, contractual commitments, regulatory requirements and key milestones.
- Monitor workload distribution, resource utilisation and operational resilience.
- Ensure effective management of service pressures, operational risks and emerging issues.
- Drive consistency of approach, standards and outcomes across teams.
- Oversee implementation of operating models, process improvements and organisational changes.
- Ensure business continuity arrangements remain appropriate and effective.
- Client, Consultant & Stakeholder Relationships
- Develop and maintain strong relationships with Client Directors, Consultants, Sales Professionals and key stakeholders.
- Support the resolution of complex, escalated client matters.
- Promote a collaborative approach between Client Services, Consulting and other business functions.
- Ensure Client Services is viewed as a trusted and valued strategic partner.
- Contribute to client retention, growth and service excellence initiatives.
- Represent Client Services in strategic business discussions and projects.
- Governance, Risk & Regulatory Oversight
- Ensure compliance with all regulatory, legal and internal governance requirements.
- Maintain oversight of Consumer Duty obligations and customer outcome considerations.
- Ensure appropriate controls, quality assurance processes and peer review arrangements are in place.
- Review operational risks and ensure appropriate mitigation and escalation.
- Support audits, reviews, investigations and regulatory enquiries where required.
- Champion accurate record keeping, documentation standards and data integrity.
- Ensure adherence to product governance, insurer and provider requirements.
- Financial & Resource Management
- Contribute to budget planning and financial performance management.
- Ensure resources are deployed effectively to meet business demands.
- Monitor productivity, efficiency and operational performance indicators.
- Identify opportunities to improve operational effectiveness and reduce inefficiencies.
- Support recruitment planning and organisational design activities.
- Ensure workforce planning aligns with current and future growth requirements.
- Continuous Improvement & Transformation
- Lead continuous improvement initiatives.
Head of Client Services Pensions employer: hyperiongrp
Howden is an exceptional employer that champions employee ownership and a vibrant work culture, making it a standout choice for those seeking meaningful careers. With a strong focus on work/life balance, career progression, and sustainability, employees thrive in a collaborative environment that encourages innovation and personal growth. Located in London, the Programme Manager / Delivery Lead role offers unique opportunities to lead transformative technology projects within a rapidly growing international insurance group, all while being part of a passionate team dedicated to driving change.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services Pensions
✨Tip Number 1: Tap Into Professional Networks
The finance world loves a good connection, so jump into industry-specific groups on platforms like LinkedIn where you can find discussions on financial controlling. Engaging in these communities can expose you to hidden job leads that aren't openly advertised!
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Make it a mission to attend finance-related events and conferences, even virtual ones! This is a golden opportunity to network face-to-face with people from companies like hyperiongrp. You never know who might be your next boss or a crucial contact!
✨Tip Number 3: Showcase Your Expertise
Consider writing articles or sharing insights related to financial controlling or industry trends. Publish these on platforms like LinkedIn to establish yourself as a knowledgeable player in the field. This not only increases your visibility but also catches the attention of recruiters from hyperiongrp.
✨Tip Number 4: Apply Directly on Company Websites
Since you're going for a full-time gig, don't forget to keep an eye on the careers page of companies you're interested in, like hyperiongrp. Many companies prefer candidates who apply through their website as it shows genuine interest and makes your application stand out!
We think you need these skills to ace Head of Client Services Pensions
Some tips for your application 🫡
Show Off Your Numbers Game:In financial controlling, detail is everything! Make sure your CV showcases your proficiency with numbers—highlight any relevant experience in budgeting, forecasting, or working with financial software. Quantifying your past achievements will make you stand out, so don’t be shy about flaunting those impressive percentages or cost savings you've implemented.
Tailored Cover Letter is Key:Your cover letter is a chance to shine, especially for a full-time role. Use it to express your genuine interest in hyperiongrp and the specific impact you hope to make in financial controlling. Mention any relevant qualifications or experiences that align with the company’s goals, and don’t forget to show that you're ready for a long-term commitment!
Certifications Matter:List relevant certifications such as ACCA or CIMA on your CV. These qualifications not only showcase your dedication to the field but also your technical competence in financial principles. If you have any ongoing training or courses, make sure to mention those as well to demonstrate your commitment to continual learning in financial controlling.
Don’t Overlook Soft Skills:While numbers are crucial, so are those soft skills! Financial controllers need strong communication and analytical reasoning abilities. We recommend embedding examples of these skills in your CV and cover letter, like how you’ve successfully delivered financial reports to stakeholders or collaborated with teams to improve processes. Let’s show hyperiongrp how you can be a team player!
How to prepare for a job interview at hyperiongrp
✨Brush Up on Technical Skills
Make sure you're comfortable with key financial concepts, especially around forecasting, budgeting, and variance analysis. Sometimes, interviewers may throw in technical questions or case studies, so practicing these types of scenarios will help you shine!
✨Showcase Your Financial Acumen
If you've had experience with specific financial software like SAP or Oracle, make it known! Be ready to discuss how you used these tools to improve processes or reporting, as this hands-on knowledge can really set you apart in a full-time role with hyperiongrp.
✨Know Your Numbers
In full-time interviews, especially in financial controlling, be prepared for numerical reasoning tests or questions. Brush up on your mental maths and understand how to interpret and analyse financial statements on the spot, as this may come up during the assessment.
✨Connect with Company Goals
Familiarise yourself with hyperiongrp's financial objectives and any recent developments. During the interview, try to weave your understanding of their business model and challenges into your answers—this shows your genuine interest and alignment with their goals!
