Job Description
Customer Experience Operational Manager 12-Month FTC At Aviva, we are committed to delivering exceptional customer experiences. Our dynamic team is dedicated to innovation, excellence, and continuous improvement. We are looking for a passionate and experienced Customer Experience Operational Manager to lead and optimise our customer service operations. The delivery of a quality market leading service to our customers and brokers, maintaining strong working relationships with our internal & external stakeholders. This role is key to the delivery of the Customer Experience Transformation Program and continuous improvement initiatives across Customer Experience. A digital first mindset is required as well as the ability to positively challenge the status quo. This role will report to the Head of Customer Experience and will work collaboratively within CE and across functions which include Sales Team, Propositions, IT, Business Change, Finance and Compliance / Risk & Control. This position is offered as a rolling 12-month fixed-term contract (FTC). The contract will be renewed subject to performance and business needs. Please be advised that you must have fluent English and valid Irish, EU or UK work rights to be considered for the position. Duties and Responsibilities: Providing leadership, guidance, and support to ensure SLAs and KPI are achieved Supporting the development of team services and operations ensuring the business remains competitive in the market, within the risk appetite of the Company Ensuring team is appropriately trained and experienced so that service, decisions, and communications are consistent, and all customers are treated fairly Building team capabilities to deliver strategy and meet the business needs Delivery of effective performance management across the team Support wider CE teams to identify and drive improvements in processes and create efficiencies, leading with insights from customer and broker surveys and feedback Use Tools & data available to build business cases for further improvement in processes Lead on projects on behalf of CE to ensure we meet regulatory obligations and continue to improve customer and broker journeys. Nominee for Key Risks and Controls for delivering Customer Experience completing risk assessments, monitoring controls and risks to ensure any issues are raised Collation of MI and insights to bring to wider CE leadership team to drive decisions and track key measures for service delivery Your accountabilities will be: Delivery on outcomes for the following teams, Pension Technical Services, Product Monitoring Rectification team (PMR), Operational Excellence and Business Support. Anticipate the need for change and take actions for the benefit of the business Proactively identify and raise opportunities for practical improvements in the business area. Proactively investigate, identify, and recommend solutions to business problems, support the business to implement the chosen solution Build relationships, work collaboratively with, and influence internal functions Ensure action is taken on feedback from customer and broker, be able to demonstrate improvements made Risk owner and risk nominee within Icare. Maintain up to date Controls and call out Risks and gaps and effective closure if objects within Icare Collate information on customer and service as required for reporting up the line Ensure regulatory obligations and reporting timelines are met. Skills and experience were looking for: Stakeholder engagement and influencing skills. Communication skills, including the ability to convey complex information in clear 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 Develop strong partnerships both within and outside the business and encourage others to do the same. Change Champion change through working positively with constant change. Effective questioning skills, Coaching and facilitation skills. Data collection and analytical skills What will you get for this role? A competitive market leading salary depending on skills, experience, and qualifications. Hybrid working model with minimum 2 days in Cherrywood, Dublin office location. Generous pension (employee contribution matching of up to 14% if you contribute 8%) 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 & 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. TaxSaver Travel Scheme. Family friendly parents (matching paternity and maternity 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. Aviva is for everyone: Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all. We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues. Wed love it if you could submit your application online. If you require an alternative method of applying, please contact .