Senior Customer Service Manager (Investment and Pension Products)

Requirements

• Background in finance,banking or financial services - ideally with exposure to investment and pension products
• Experience in customer experience, operations or process management, preferably in a regulated environment
• Strong ability to translate complex product or regulatory topics into clear, practical guidance
• Confident stakeholder management skills across operational, product, and compliance-focused teams, as well as external partners
• Comfortable taking ownership and driving initiatives independently
• Project management skills with experience in owning initiatives end-to-end
• Interest in automation and AI, with a curiosity to apply new tools
• Analytical, structured and improvement-oriented mindset
• We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply

What the job involves

• This role sits in a growing and evolving area of the business. As the Subject Matter Expert for Investment & Pension Products (IPP) within CS. You will be expected to understand customer and agent journeys, identifying friction points, and translating complex investment and pension topics into clear, usable, and compliant processes and communication. We’re looking for someone with a background in customer experience within investment and pension products, who is a self-starter who enjoys learning, problem solving and continuous improvement
• Own knowledge, documentation and process management for Investment & Pension Products (IPP) within CS.ct as the main point of contact for the IPP area and ensure alignment with internal CS teams, external partners and Product teams
• Drive regular agent-shadowing and data-gathering agenda to understand operational challenges, capture insights and translate them into process and documentation improvements
• Proactively improve, simplify and standardize content, leveraging AI-supported tooling
• Own and maintain customer-facing knowledge and documentation for IPP, to support self-service and ticket deflection
• Independently assess, prioritize, and handle requests from internal and external stakeholders in an environment with evolving requirements
• Support audit-related activities and maintain compliance documentation related to IPP
• Contribute IPP expertise to PDI-led projects by supporting the research, design, documentation, and rollout of new or revised processes, ensuring alignment with operational constraints and long-term sustainability
• Lead the deployment of Lean ways-of-working in the IPP area CS organization
• Own IPP CS feature requests to Product, ensuring business impact and operational needs are clearly represented
• Own projects and responsibilities end-to-end from problem discovery and analysis through solution design, rollout and team adoption