Customer Service Operational Specialist

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation. Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues. Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

• Provide process, product and system expertise to our operational teams and key stakeholders outside of CS. Organise and co-ordinate resource, information, and support to meet project needs.
• Provide training and support to our CS teams on complex queries and act as a contact point for projects.
• Use data and understanding of processes to identify areas for improvement, redesign and implement improvements and work with the Team Leader to embed the changes. Ensuring our processes are efficient and delivering good outcomes for customers and colleagues.
• Act as the process owner and ensure documentation and customer forms are reviewed and maintained.
• Take the lead on team risks events, data protection breaches and complaints ensuring closure in a timely manner with appropriate remedial actions to avoid repeat instances.
• Support the team with process and regulatory controls, including oversight reporting and checks, exception reports and ICOFR activities.
• To oversee suspense and reconciliations and be the point of contact for audit and compliance activities.

What You'll Do

• Act as support for operational teams on complex cases including, complaints, and escalations ensuring the correct customer outcomes are achieved.
• Use data to identify improvement opportunities and challenge historical controls. Redesign and implement process improvements, working with the Team Leader to embed these in the team. Ensure processes are mapped to the Customer Journeys, processes maps and process knowledge are documented, accurate and regularly reviewed. Form owner, reviewing and creating CS forms as required.
• Take the lead on team route cause analysis actions, risks events and data protection breaches, ensuring closure in a timely manner with appropriate remedial actions to avoid repeat instances. Suggesting new controls or improvements to existing controls where necessary.
• Provide/co-ordinate expert training and coaching to colleagues when required.
• Supports the team with control oversight reporting and checks, including payment authorising and sign offs, exception reports. Oversee suspense and reconciliations ensuring they remain within tolerance.
• Act as the business area representative in product and technical group forums and official projects or programmes as needed.

Who You Are

• Understanding of Lean and Six Sigma skills and methodology or equivalent.
• Ability to collect, interpret and analyse data.
• Design and facilitation of Improvement Workshops.
• Benefits definition and realisation.
• Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities.
• Communicates effectively and able to work with people across all levels from front-line agents to senior management.
• Aptitude to learn and make a difference.
• Curiosity and tenacity to explore beyond the immediate circumstances to identify further improvements.
• Ability to solve complex problems quickly and decisively.

Qualifications

• Minimum 5 A* - C / 9 – 4 Grade GCSEs (including English and Maths) or equivalent.
• Certificate in Administration is desirable - Life Office Administration (FA1).

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that’s regularly reviewed. As a Canada Life UK colleague, you’ll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward. We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That’s why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we’re making in DEI, and we continue for it to be a significant focus. “At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all.” Nick Harding, Chief People Officer, Canada Life UK.

We appreciate that everyone has different work and life responsibilities. We’re happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.