Customer Operations Team Leader

Phoenix Group
United Kingdom
Workplace: HybridContractGBP 28,800+ annuallyFunction: Administration & Executive AssistanceSkills: ["Coaching","Stakeholder management","Influencing","Analytical skills","Continuous improvement"]

Lead and develop a team of Quality Coaches and Operations Support colleagues in the Individual Annuities New Business & Servicing function, ensuring effective quality assurance, controls, and governance. Maintain a strong control environment, identify risks and trends, and drive continuous improvement using people, systems, and processes. Coach the team to set clear performance expectations, manage capability and performance issues, and collaborate with stakeholders to improve customer outcomes and quality standards.

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Phoenix Group
Phoenix Group
1 day ago

Customer Operations Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead and develop a team of Quality Coaches and Operations Support colleagues in the Individual Annuities New Business & Servicing function, ensuring effective quality assurance, controls, and governance. Maintain a strong control environment, identify risks and trends, and drive continuous improvement using people, systems, and processes. Coach the team to set clear performance expectations, manage capability and performance issues, and collaborate with stakeholders to improve customer outcomes and quality standards.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Contract · 12 months
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Lead and develop a team of Quality Coaches and Operations Support colleagues.
  • •Ensure delivery of quality assurance, controls, and governance activities across the department.
  • •Maintain a strong control environment and drive continuous improvement by identifying risks and trends.
  • •Set clear performance expectations, coach colleagues, and manage capability/performance issues as required.
  • •Collaborate with stakeholders to improve customer outcomes and strengthen quality standards across the function.

Pay and Benefits

Salary: GBP 28,800 annually
Perks:Health InsurancePaid LeavePensionLife InsuranceIncome Protection

Key Requirements

  • •Experience leading, coaching, and developing Quality, Controls, or Operational Support teams to deliver high performance and positive customer outcomes.
  • •Experience overseeing quality assurance frameworks, controls, and governance activities with adherence to regulatory requirements and risk controls.
  • •A track record of identifying quality trends, control weaknesses, and improvement opportunities, and implementing solutions to enhance customer outcomes and operational performance.
  • •Experience leading teams through organisational, regulatory, process, or business change while embedding new ways of working and maintaining engagement.
  • •Strong analytical, stakeholder management, and influencing skills to interpret quality and performance data and drive informed decisions.
Skills:CoachingStakeholder managementInfluencingAnalytical skillsContinuous improvement

Company Brief

Phoenix Group
A UK long-term savings and retirement business operating brands including Standard Life, SunLife, Phoenix Life and ReAssure, managing pensions, annuities and wealth solutions with c.12 million customers and large assets under administration.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1782
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Glassdoor: 3.8
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