Service / Customer Pillar Lead (Fintech)

TL;DR

Service / Customer Pillar Lead (Fintech): Leading the Service & Customer Outcomes Oversight team to ensure performance and outcomes within outsourced operations with an accent on BPO provider challenge and risk remediation. Focus on embedding Consumer Duty expectations into MI and governance to ensure high-quality customer support.

Location: Bath, UK (Flexible working arrangements considered)

Company

hirify.global is a long-standing savings and investments firm combining asset management and insurance expertise to offer a wide range of financial solutions.

What you will do

• Lead oversight across service performance and customer outcomes, ensuring consistent challenge of BPO providers.
• Manage and develop a small oversight team, allocating workload and ensuring operational resilience.
• Produce consolidated reporting and MI for senior stakeholders and governance forums.
• Drive continuous improvement in service quality and customer experience through effective QA and sampling.
• Ensure alignment with Consumer Duty expectations, prioritizing remediation for high-harm risks.
• Support SMF24 by providing clear evidence of effective oversight, escalation, and remediation.

Requirements

• Experience leading teams in customer operations, service oversight, or outsourced environments.
• Strong MI and insight capability with the ability to challenge third parties effectively.
• Deep understanding of Consumer Duty and customer outcomes.
• Confidence in escalating material issues and driving robust remediation plans.

Culture & Benefits

• Valuable pension scheme with 18% total contributions.
• 38 days annual leave including bank holidays, with options to purchase additional days.
• Comprehensive parental leave via the Inspiring Families policy.
• Private Healthcare, Critical Illness cover, and Life Assurance.
• Access to Share Save and Share Incentive Plan.