Employee Benefits Client Service Delivery Operations 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.

Please quote 52531 when calling Richard at Alexander Lloyd or email them at rdo@alexanderlloyd.co.uk. This is only one of many vacancies we are handling, Alexander Lloyd is a specialist within Financial Services recruitment. Areas of expertise include Employee Benefits, Compliance, Pensions, Group Risk, Paraplanners, Sales Support, T&C etc.

Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back from one of our consultants you have not been shortlisted for this role. Please continue to check our website www.alexanderlloyd.co.uk for any other roles which may be of interest.