Job Description
**Customer Experience Operational Manager** **Job Summary:** Lead and optimize customer service operations, delivering a quality market-leading service to customers and brokers, and driving continuous improvement initiatives. We are seeking a passionate and experienced Customer Experience Operational Manager to join our dynamic team at Aviva. As a key member of our Customer Experience team, you will be responsible for leading and optimizing our customer service operations, ensuring that we deliver a quality market-leading service to our customers and brokers. **Key Responsibilities:** * Provide leadership, guidance, and support to ensure SLAs and KPIs are achieved * Develop and implement strategies to improve customer service operations and drive continuous improvement initiatives * Build and maintain strong relationships with internal and external stakeholders, including sales teams, propositions, IT, business change, finance, and compliance/risk & control * Collaborate with cross-functional teams to identify and drive improvements in processes and create efficiencies * Use data and insights to build business cases for further improvement in processes * Lead on projects to ensure we meet regulatory obligations and continue to improve customer and broker journeys * Anticipate and address potential risks and issues, and proactively identify opportunities for practical improvements in the business area **Accountabilities:** * Delivery on outcomes for the following teams: Pension Technical Services, Product Monitoring Rectification team (PMR), Operational Excellence and Business Support * Proactively investigate, identify, and recommend solutions to business problems, and support the business to implement the chosen solution * Build relationships, work collaboratively with, and influence internal functions to drive improvements and achieve business objectives * Maintain up-to-date controls and call out risks and gaps, and ensure effective closure if necessary **Requirements:** * Strong stakeholder engagement and influencing skills * Excellent communication skills, including the ability to convey complex information in a clear and simple way * Ability to work independently and collaboratively across various teams and functions * Business specialist understanding of how we do business * Demonstrate the Aviva Values: Care, Commitment, Community, Confidence * Strong customer advocate with a clear focus on excellent customer outcomes in service delivery * Change Champion, with the ability to work positively with constant change * Effective questioning skills, coaching and facilitation skills * Data collection and analytical skills **What We Offer:** * Competitive market-leading salary depending on skills, experience, and qualifications * Hybrid working model with minimum 2 days in the office * Generous pension scheme with employee contribution matching * Annual performance-related bonus and pay review * Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days * Free car parking * Generous health and dental insurance contributions after six months * Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme * Cycle to Work benefit scheme * Tax Saver Travel Scheme * Family-friendly parental leave and carers leave * Up to 40% discount for some Aviva products plus discounts for friends and family * Employee Assistance Programme * Volunteering days * Professional qualification support and transparent career progression plans