Alexander Lloyd
Employee Benefits Client Service Delivery Lead
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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 optimization, efficiency improvements, and continuous improvement
- Support and embed operational change initiatives
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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
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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.
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