Customer Director (9 Months FTC)

Servaada, a Wipro company, is looking for a Customer Director with previous experience in large scale outsourcing / BPO environment and managing multi-client service delivery at scale. This is a new role which will be at the heart of the growth agenda for the organisation. As the Customer Director, you will be a Certified Function Holder under SMCR and be responsible for the effective delivery of outsourced services across multiple client portfolios within Servaada. This role is accountable for end-to-end service delivery performance against contractual SLAs, financial commitments, and regulatory expectations, while leading large, geographically distributed teams (2,000+ colleagues). You are responsible for ensuring the business area operates in line with FCA regulatory expectations, delivering good customer outcomes, and maintaining effective controls and governance. This is a Fixed Term Contract for 9 months.

Responsibilities:

• Service Delivery & Operational Performance: Own and lead end-to-end service delivery across multiple clients, ensuring performance meets or exceeds contractual SLAs, KPIs, and customer outcomes. Drive operational excellence across all service lines, ensuring consistency, scalability, and resilience. Ensure delivery aligns to strategic flightpath objectives, transformation plans, and agreed client outcomes. Maintain appropriate oversight and management information (MI) to monitor performance, risks, and customer outcomes.
• Client & Customer Relationship Management: Build trusted, strategic partnerships with clients, ensuring high levels of client satisfaction, retention, and growth. Lead governance forums (e.g. service reviews, steering committees), ensuring transparency, effective challenge, and proactive issue resolution.
• Leadership & People Capability: Lead, inspire, and develop a large, multi-location workforce (2,000+ employees). Ensure the capability, competency, and capacity of colleagues through robust workforce planning, training, and talent development. Ensure colleagues are appropriately skilled, supervised, and supported to deliver good customer outcomes. Foster an inclusive, high-performance culture focused on accountability, customer outcomes, and continuous improvement.
• Financial & Commercial Management: Own delivery against budget, cost targets, and profitability expectations. Manage commercial performance, including client charging, cost recovery, and margin optimisation. Ensure financial decisions are aligned with contractual obligations and do not adversely impact customer outcomes.
• Risk, Controls & Governance: Establish and maintain a strong controls environment, ensuring compliance with regulatory and internal governance requirements. Take steps to ensure risks are identified, assessed, and effectively managed within the business area. Promote a culture of risk awareness, control effectiveness, and accountability. Ensure robust root cause analysis, incident management, and outcome-based monitoring to prevent recurrence of issues. Ensure appropriate oversight of outsourced and offshore activities, maintaining accountability for service delivery.
• Continuous Improvement & Transformation: Drive continuous improvement initiatives to enhance customer service, efficiency, and outcomes. Leverage data, insights, and innovation to improve operational performance and client value. Lead transformation activity aligned to digital, automation, and process optimisation strategies.
• Stakeholder & Matrix Collaboration: Collaborate with internal functions (e.g. Risk, Finance, HR, Technology) to ensure aligned delivery and governance. Provide appropriate challenge and escalation where risks or issues may impact customers, clients, or regulatory compliance. Influence senior stakeholders across the organisation to drive strategic outcomes and resolve complex challenges.

Accountabilities:

• Clear ownership of overall operational delivery, customer outcomes, and service performance within defined business areas.
• Accountability for ensuring effective controls, governance, and regulatory compliance.
• Responsibility for taking steps to prevent regulatory breaches and mitigate risks.
• Maintaining appropriate oversight, documentation, and audit trail of decisions and actions.

Essential Skills:

• Proven leadership experience in large-scale outsourcing / BPO environments.
• Strong track record of managing multi-client service delivery at scale.
• Deep expertise in commercial management, budgeting, and financial performance.
• Experience operating within a regulated environment with strong risk and control frameworks.
• Strong understanding of conduct risk and customer outcome-focused delivery.
• Exceptional stakeholder management and client relationship skills at executive level.

Personal Attributes:

• Customer-first mindset with focus on outcomes over activity.
• Visible, values-led leadership promoting integrity and accountability.
• Data-driven decision making.
• Commitment to continuous improvement and innovation.
• Strong focus on people development and engagement.

Join our team as a Customer Director and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for Retail Investments, Life & Pensions, a thorough understanding of investment services, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated team. Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants are welcome. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law. Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.