The Role To lead operations for the broker channel business. To ensure high quality, simple, and efficient service is provided to our brokers. Key Responsibilities Principal duties and responsibilities (key result areas and limits of authority): • Responsible for the service quality and efficiency of all product services within our broker channel. • Manage direct reports responsible for the service improvement team, the schemes operations team and the relationship with our outsourced third party. • Provide leadership to: o ensure service standards for our outsourced third party are in place and measurable so that we obtain an appropriate level of delivery from our outsource partner o the Service Improvement Team to ensure that we are delivering beneficial service improvements to the business. o the Schemes team, to ensure that they grow in an effective manner to support the expected increase in schemes business. • Actively manage the unit costs down by 10-20% per year at a minimum • Take an active role within the Operations Management team to ensure that the whole area is effectively managed, and that the strategy and plan for the future is achievable. • Lead development and delivery of the operational targets and plans for the UK broker business ensuring we effectively balance the need to deliver an outstanding customer experience with the need to do this for the lowest cost possible. • Develop and contribute to the strategy of the Operations team and competitiveness of the company • Act as a deputy to the UK Chief Operations Officer. Person Specification • Significant experience of managing operations environments using management and efficiency tools, such as Lean, SLAs, Transactional MI • Worked for a well respected consumer brand, preferably within a Financial Services background. • Strong leadership. Key aspects are ability to demonstrate passionate ownership for their areas of responsibility; use their initiative to drive improvements across the broker business; ability to influence others across the business. • Highly analytical. We are on a journey to become more data based in our decision making and professional in our delivery of highly quality; consistent management information and analysis across the business. Knowledge of lean techniques would be a bonus. • Great collaboration skills. This role will require an ability to work with people in different functions and from different backgrounds. • Analytical mindset and experience of producing reports • Personable and able to develop robust working relationships with people from a variety of departments and backgrounds • The ability to work in a faced paced and changing environment, adapting to the needs of the business • Team player