City of London
Up to £ 70,000
28 days ago
This is an exciting opportunity to join a fast paced, growing financial services organisation as Service Line Manager.
The Service Line Manager ensures there is a single point of coordination for all stakeholders and plays a key role in ensuring the matrix model efficiently works across the core operations.
The company offers a hybrid working opportunity, two days in the office and three days working from home.
As and when relevant acts as a regulatory liaison for a given service line specific issues raised by stakeholders while ensuring alignment
Implements a consistent approach, processes and capabilities to ensure a single point of coordination for all stakeholders.
Contributes to the successful operation of the matrix model across the core operations.
Acts as the stakeholder advocate on operational and service management matters within the organisation for a given service line.
Oversees the running of a specific service line from a service provision perspective, including first line risk, organisational and people matters.
Defines and oversees the introduction of required measures to ensure the smooth running of a given
Oversees key change projects for the given service line.
Ensures that the given service line specific deliverables are defined and takes ownership for all service line specific deliverables including as commissioned by the regulators.
Works together with department heads/senior management in identifying innovative ways of delivering new services.
Ensures the required professional capabilities are represented in the given Service Line team and manages the given Service Line Team performance.
Implements and manages Service Level Agreements (SLAs) to ensure service level targets are achieved and customer expectations are met.
Documents service performance data against agreed SLAs for a given service line.
Builds and maintains strong customer relationships within business, engaging customers where necessary for implementations, liaising during incidents, and acting as an escalation point for issues.
Holds service review meetings and operational level agreement reviews focussed on continuous improvement, implementing service improvement plans where appropriate.
Works closely with a wide variety of partners and manage relationships including third party suppliers and business stakeholders.
Ensures the successful daily Supplier Management including monitoring of KPI’s and adherence to SLA’s as well as Assurance.
Manages and maintains Scheme level rules and standards, .
Liaises with the Standards Authority when managing Scheme rules and standards updates,.
Undertakes Service and Participant performance reviews,
Reviews reports of service and participant performance and ensures potential risks are identified
Ensures the production of monthly Performance Dashboards.
Supervises administrative staff undertaking industry services operational duties
Undertakes onboarding activities and query management for several services
Maintains participant facing and internal procedural documentation
Holds regular participant group meetings to update them on performance and operation of service
Manages content of relevant areas of websites
Ongoing collation of data and production of performance reports
Manges relationship with Regulator in relation to the Code of Conduct for Indirect Access Providers
Manages or supports specific projects within the Operations portfolio
Knowledge & Experience:
Proven expertise and experience in ensuring complex services in a heavily regulated environment are delivered according to or exceeding the expectations of regulatory stakeholders.
Proven experience in ensuring services are delivered with a focussed business mind-set, and experience in aligning various technical teams to deliver in accordance with a common agreed framework
Excellent stakeholder skills with the ability to quickly understand stakeholder needs and define and ensure the implementation of corresponding actions.
Ability to anticipate and identify potential risks, limitations as well as opportunities related to the operations activities.
Solution-oriented with bias for action and a pragmatic attitude in order to work with peers and make the matrix structure
Technical and business background
Operations experience gained in the Financial Services industry - Essential.