What will you be doing?

• Client Management: Prepare and deliver monthly or quarterly service reviews for your clients (typically tier 3 Lenders), conducting regular touchpoints to build strong, valued relationships.
• Issue Resolution: Champion client priorities by tracking problems and hotspots. Collaborate with the Finova Service & Reliability team to ensure issues are prioritized and resolved promptly.
• Release Coordination: Plan, coordinate, and oversee L1 release deployments (e.g., product catalogue changes). Align resources, manage client communications, and ensure compliance with internal processes (requires occasional early evening and very rare weekend activity).
• Production Oversight: Maintain full visibility of production activities for allocated clients, including patches, major incidents, and Cloud Ops-managed tests (DR, Pen testing), ensuring all data is provided for the CAB process.
• SLA Management: Drive resolutions within SLAs, escalating blocked issues beyond the first-line team, and working with Service Desk Managers to continuously improve performance metrics.

What We Offer:

• Hybrid working 🕰️ We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.

• Private medical insurance 👩‍⚕️ Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection 💰 We provide life assurance and income protection to give you peace of mind for the future.

• Family friendly policies 👶 Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere 🌴 Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package 🗓️ Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company pension scheme 🏦 With salary exchange, you save on tax and can build a secure future.

• Employee assistance programme 💞 We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.

• Electric car scheme 🚗 Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.

• Health cash plan 🏥 Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.

• Gym discounts 🏋️ Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.

• Perks that matter 🎁 We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.