Wipro
Director of Operations (9 Months FTC)
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Job Description
About the Role
Servaada, a Wipro company, is looking for a Customer Director with previous experience in large-scale outsourcing / BPO environment and managing multi-client service delivery at scale.
This is a new role which will be at the heart of the growth agenda for the organisation. As the Customer Director, you will be a Certified Function Holder under SMCR and be responsible for the effective delivery of outsourced services across multiple client portfolios within Servaada. This role is accountable for end-to-end service delivery performance against contractual SLAs, financial commitments, and regulatory expectations, while leading large, geographically distributed teams (2,000+ colleagues).
You are responsible for ensuring the business area operates in line with FCA regulatory expectations, delivering good customer outcomes, and maintaining effective controls and governance. The role requires the individual to take steps to oversee operations, manage risk, and ensure compliance within their area of responsibility.
This is a Fixed Term Contract for 9 months.
Regulatory Position Of Role
This role falls within the Senior Managers and Certification Regime (SMCR) as a Certified Function Holder.
Your Benefits
As a Customer Director you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.
Responsibilities
Service Delivery & Operational Performance
- Own and lead end-to-end service delivery across multiple clients, ensuring performance meets or exceeds contractual SLAs, KPIs, and customer outcomes
- Drive operational excellence across all service lines, ensuring consistency, scalability, and resilience
- Ensure delivery aligns to strategic flightpath objectives, transformation plans, and agreed client outcomes
- Maintain appropriate oversight and management information (MI) to monitor performance, risks, and customer outcomes
Client & Customer Relationship Management
- Build trusted, strategic partnerships with clients, ensuring high levels of client satisfaction, retention, and growth
- Lead governance forums (e.g. service reviews, steering committees), ensuring transparency, effective challenge, and proactive issue resolution
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Leadership & People Capability
- Lead, inspire, and develop a large, multi-location workforce (2,000+ employees)
- Ensure the capability, competency, and capacity of colleagues through robust workforce planning, training, and talent development
- Ensure colleagues are appropriately skilled, supervised, and supported to deliver good customer outcomes
- Foster an inclusive, high-performance culture focused on accountability, customer outcomes, and continuous improvement
Financial & Commercial Management
- Own delivery against budget, cost targets, and profitability expectations
- Manage commercial performance, including client charging, cost recovery, and margin optimisation
- Ensure financial decisions are aligned with contractual obligations and do not adversely impact customer outcomes
Risk, Controls & Governance
- Establish and maintain a strong controls environment, ensuring compliance with regulatory and internal governance requirements
- Take steps to ensure risks are identified, assessed, and effectively managed within the business area
- Promote a culture of risk awareness, control effectiveness, and accountability
- Ensure robust root cause analysis, incident management, and outcome-based monitoring to prevent recurrence of issues
- Ensure appropriate oversight of outsourced and offshore activities, maintaining accountability for service delivery
Continuous Improvement & Transformation
- Drive continuous improvement initiatives to enhance customer service, efficiency, and outcomes
- Leverage data, insights, and innovation to improve operational performance and client value
- Lead transformation activity aligned to digital, automation, and process optimisation strategies
Stakeholder & Matrix Collaboration
- Collaborate with internal functions (e.g. Risk, Finance, HR, Technology) to ensure aligned delivery and governance
- Provide appropriate challenge and escalation where risks or issues may impact customers, clients, or regulatory compliance
- Influence senior stakeholders across the organisation to drive strategic outcomes and resolve complex challenges
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Accountabilities
- Clear ownership of overall operational delivery, customer outcomes, and service performance within defined business areas
- Accountability for ensuring effective controls, governance, and regulatory compliance
- Responsibility for taking steps to prevent regulatory breaches and mitigate risks
- Maintaining appropriate oversight, documentation, and audit trail of decisions and actions
Essential Skills
- Proven leadership experience in large-scale outsourcing / BPO environments
- Strong track record of managing multi-client service delivery at scale
- Deep expertise in commercial management, budgeting, and financial performance
- Experience operating within a regulated environment with strong risk and control frameworks
- Strong understanding of conduct risk and customer outcome-focused delivery
- Exceptional stakeholder management and client relationship skills at executive level
Personal Attributes
- Customer-first mindset with focus on outcomes over activity
- Visible, values-led leadership promoting integrity and accountability
- Data-driven decision making
- Commitment to continuous improvement and innovation
- Strong focus on people development and engagement
Application Of Individual Conduct Rules
Standard of conduct is reasonable under all circumstances relating to
- Must act with integrity
- Must act with due skill, care and diligence
- Must be open and cooperative with the FCA and other regulators
- Must pay due regard to the interests of customers and treat them fairly
- Must observe proper standards of market conduct
- Must act to deliver good outcomes for retail customers
Join our team as a Customer Director and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for Retail Investments, Life & Pensions, a thorough understanding of investment services, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated team.
Equal Opportunities
Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.
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