Head of Service [Member Services & Operations]
M
My Money MattersFinancial Wellbeing
Remote working within the UKFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Operations ManagementProcess improvement
Requirements
- Proven experience leading operations and customer service functions.
- Experience managing managers and building and developing high-performance teams.
- Strong process mindset with experience in mapping, designing, improving, and building operational workflows.
- Ability to utilize low-code automation tools such as Zapier, Power Automate, n8n, or Make.
- Experience utilizing LLMs such as Claude.
- Confident and comfortable using data to inform decision-making and prioritization.
- Excellent stakeholder management skills with the ability to build trust and credibility.
- Strong commercial awareness linking operational excellence to retention and organizational revenue.
- Experience in B2B2C, employee benefits, or financial wellbeing preferred.
- Familiarity with pensions or wider financial service operations preferred.
Responsibilities
- Lead and own the Operations and Member Services functions end-to-end, setting strategy, standards, and KPIs.
- Manage and develop the Operations and Member Services Managers to build a lean, high-performance, scalable function.
- Design and continuously improve operational processes, controls, and workflows while identifying automation opportunities.
- Set, track, and report on service levels, quality, and efficiency metrics to drive continuous improvement.
- Partner with the Head of Customer Success to ensure aligned experiences from onboarding through account management.
- Collaborate with Product and Engineering to integrate operational insights into the roadmap and mitigate risks.
- Act as the escalation point for complex employer or member cases and complaints.
- Own workforce planning and resourcing for the Operations and Member Services departments.
- Build and own relationships within the operating environment, such as pension providers and funds.
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