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Lead Customer Service Specialist

  • Job reference IFDS/TP/24087/10063
  • Job type Full Time
  • Sector Customer Service, Wealth Management/Investment Platforms
  • Location Stirling
This vacancy has now expired.


Responsible for leading on initiatives that will significantly improve the client experience and develop our people capability in line with team strategy. Plan, track, deliver and report on all activities liaising with both external and internal stakeholders. Lead various working groups to ensure Operations area is ready to accept change.


* Competitive annual salary

* Eligible for annual discretionary bonus (based on individual and company performance)

* 25 Days holiday

* 6% non-contributory pension scheme

* Life Assurance (4 x salary)

* Family Cover healthcare

* flex benefits scheme

Main Responsibilities

Project Change

  • Manage Client specific initiatives including effective planning, control risk mitigation, quality management and operational aspects of the project
  • Document and support implementation of new and amended business processes and procedures
  • Ensure project plans and transitional arrangements are fully defined, prepared and tracked to completion in advance of project implementations
  • Work with business owners, both externally and internally, and take appropriate steps to ensure the Operational areas are prepared to meet Clients' expectations
  • Build and maintain successful collaborative relationships with peers and stakeholders across IFDS, ICS and SJP etc.
  • Fully understand the commercial impact of any change prior to implementation
  • Review key customer transactions to ensure they remain fit for purpose and drive continuous improvement

Client Relationship

  • Attendance at regular client meetings to confidently present new initiatives, progress and deliverables which support and demonstrate improvements to the Client experience
  • Understand IFDS strategy and SJP long term business plans to align requirements
  • Regular meetings with external providers to ensure their service and support continues to meet the business needs
  • Act as key contact point for various internal areas to ensure initiatives remain on track and meet required standards

Coaching & Mentoring

  • Align initiatives to support staff development, improve the client experience and management capability
  • Support and coach members of working groups and staff within the Admin Centre
  • Work with the senior management team to plan and prioritise key strategic initiatives and direction
  • Provide support to ICS coaches and practitioners to enable them to develop and achieve their professional qualifications
  • Provide support and working knowledge of CASS rules.

Core Requirements

  • IFDS Employees are required to comply with the regulatory regime in which IFDS operates as appropriate to the above role.
  • Employees are expected to exercise due care and diligence, ensuring the areas the incumbent is responsible for are organised and controlled.
  • Employees are required to observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties.
  • The incumbent is required to respect the IFDS approach to client care and must demonstrate due regard to the interests of our clients and in any and all third party dealings.

Ideal Candidate


  • Operational and / or lead project management experience
  • Extensive experience in Financial Services Industry
  • Knowledge of Financial Services regulatory change and environment
  • A good understanding of SJP service model, business strategy, structure and product offering
  • Demonstrate ability to forge successful relationships with key stakeholders (internal, external third parties and clients)
  • Excellent communication and organisational skills
  • Strong Client relationship skills
  • Sound understanding of customer needs and requirements
  • Good negotiation skills
  • Good analytical skills
  • Good verbal reasoning and numeric skills


  • Good presentation skills
  • Good fact finding skills
  • Good diplomacy skills
  • Working of knowledge of CASS rules and regulations

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