Employee Benefits Client Service Delivery Lead

A leading Employee Benefits Consultancy is seeking an experienced Client Service Delivery Operations Lead to drive service excellence, lead multi‑site teams, and deliver high‑quality client outcomes.

The Role

• Lead day‑to‑day operations across the Client Service Delivery function
• Build strong relationships with Consulting leadership to ensure seamless client service
• Oversee UK teams and international Centres of Excellence
• Ensure compliance with regulatory frameworks and internal policies
• Manage complaints, E&O processes, peer reviews and KPI delivery
• Drive process optimisation, efficiency improvements and continuous improvement
• Support and embed operational change initiatives

People Leadership

• Manage two direct reports (each with teams of up to 10) whilst maintaining full responsibility for the overall function
• Lead weekly one‑to‑ones, performance reviews and wellbeing support
• Recruit, develop and retain talent
• Deliver training, succession planning and clear communication
• Foster a positive, motivated and high‑performing culture

What You’ll Bring

• Proven operations leadership experience in consulting or financial services
• Deep knowledge across either Group Risk and/or Healthcare arrangements
• Strong people management and stakeholder‑influencing skills
• Results‑driven, compliance‑focused mindset
• Excellent communication, analytical and problem‑solving skills
• Understanding of FCA regulations and change management
• Ability to work in a matrix environment and manage competing priorities

Working Environment

• Hybrid working from Manchester or Farnborough
• Inclusive, supportive culture
• Smart Working options to support wellbeing and work/life balance
• Continuous learning and development opportunities

If you’re an experienced operations leader passionate about service excellence and team development, we’d love to hear from you.