Customer Service Operational Specialist, Contract Job, Isle of Man

A leading wealth management business is looking for a Customer Service Operational Specialist who enjoys improving processes supporting operational teams and helping to deliver the best possible outcomes for customers and colleagues.

The Role
Provide process expertise driving improvement and supporting the wider customer service function

• Provide process product and system expertise to operational teams and key stakeholders organising and co ordinating information and support to meet project needs


• Deliver training and guidance to customer service teams on complex queries and act as a key contact for project activity


• Use data and process knowledge to identify improvement opportunities redesign processes


• Act as process owner ensuring documentation and customer forms are accurate reviewed and maintained


• Lead on team risk events data protection breaches and complaints ensuring timely closure and remedial action


• Support regulatory and process controls including oversight checks


• Oversee suspense and reconciliations and act as a point of contact for audit and compliance matters


• Provide operational support on complex cases including complaints and escalations ensuring strong customer outcomes


• Represent the business area in product and technical forums and project groups

About You

Bring strong analytical ability curiosity and a desire to improve how services are delivered

• Understanding of Lean Six Sigma or similar improvement methodology


• Ability to collect interpret and analyse data


• Experience designing and facilitating improvement workshops


• Excellent organisational skills with the ability to manage competing priorities


• Clear and confident communication skills with the ability to work across all levels of the business


• Curious resilient and motivated to make a difference


• Strong problem solving ability with confidence to address complex issues

The Reward

• Key role in shaping process improvement and operational excellence


• Collaborative environment with support from leaders and specialists


• Exposure to cross functional projects product forums and regulatory activity