Director of Shared Services - London, United Kingdom - Equiniti

Description

Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.

EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success. We are TRUSTED to deliver on our commitments, COMMERCIAL in building long term value, COLLABORATIVE in our approach and we IMPROVE by continually enhancing our skills and services. There has never been a better time to join EQ.

Role Summary

EQ is seeking an experienced and dynamic Director of Shared Services to lead a multi-functional team across multiple locations in UK and India, alongside teams working remotely.

This is an executive appointment where the candidate would also undertake wider executive duties in line with the best interests of the Company and continue to have a material impact across Retirement Solutions and the wider business in relation to results. The role holder would build trusted relationships at executive level and ensuring a first-class provision of service to other exec functional leaders

Reporting to the EQRS CEO, you will be a result driven individual, have significant experience in expertly running large operational teams, be highly skilled in people, operational, financial and change management and be a natural leader when it comes to execution of complex and challenging strategic goals.

Core Duties/Responsibilities

The successful candidate will be responsible for the following:

• Leading a multi disciplined team across multiple locations / remote working, delivering a first class, accurate and timely service to both internal stakeholders, clients and members
• Working closely with Risk and Controls Director, ensuring full compliance in relation to operational and risk management across the areas in conjunction with quality, audit, complaints and compliance.
• Working with wider exec on priorities and benefit realisation, ensure team continuously identify, develop, lead and report on continuous improvement activities (internally and externally) across the operation for the benefit of both operational efficiency and member experience.
• Continue to work with our offshore colleagues in developing and managing a robust and continuous roadmap to grow right shore capability improving both efficiency and profitability on an annual basis.
• Provide an exceptional complaints and QA management service ensuring client satisfaction alongside understanding and providing insights into root cause of complaints or QA findings and facilitating / supporting improvement initiatives to ensure continuous improvement and no repeats.
• Ownership and delivery in line with annual financial targets, including regular forecast and budget builds.
• Own and facilitate the best use of MI from multiple data sources. Produce timely, accurate and informative MI to both senior internal and external stakeholders, providing meaningful proactive insights supporting managers / leaders to develop and pursue service excellence.
• Own and continually develop our Customer Experience Strategy - ensuring an exceptional service to or customers focusing on service level achievement, Quality, Csat, One & Done etc.
• Working alongside the Group L&D leader, sponsor the provision on L&D activities across Retirement Solutions ensuring the area's requirements are met, and that the direction of developments are in line with Retirement Solutions people strategy.
• Accountability for the delivery of all financial aspects of our contractual obligations with our clients. Ensuring payrolls are paid correctly and on time. Our obligations in relation to tax assessments, collections and payments are made in line with our statutory duties as are the completion of Scheme Statutory Accs.
• Ensuring the team's performance, productivity, quality and capacity utilisation KPI's are maintained at Green status, with monthly reporting to Exec.
• Continuously implement changes to the way in which the team operates to improve the service to all stakeholders'.
• Lead by example, motivate, develop and appraise team members, identifying and closing performance gaps whilst providing development opportunities. Peakon Scores at minimum of group benchmarks.

Skills, Capabilities and Attributes

The successful candidate will demonstrate the following experience, skills and behaviours:

• Significant Leadership Experience preferably across the Financial Services Sector.
• Experience of operating at exec level throughout a diverse and global organisation
• First class communication and outstanding interpersonal skills.
• Experience of managing P&L's including forecasting
• Experience of working across multi geographies
• Able to demonstrate strong background in change and transformational leadership.

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks