Senior Manager - Service Strategy & Transformation

Optima Recruitment; Tadworth; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A recruitment agency is seeking a Senior Manager - Service Strategy & Transformation to drive transformation and improve client transitions services. You will oversee service delivery, ensure regulatory alignment, and enhance client experiences while collaborating with various stakeholders. The role offers a salary of £65,000 plus a generous bonus and flexible hybrid working arrangements. Additional benefits include a strong focus on career development, private healthcare, and onsite gym facilities.

Benefits

Private medical

Gym facilities

Buy and sell holiday

Qualifications

• Experience leading or contributing to transformation within operational or service teams.
• Deep understanding of regulated processes and complex client scenarios.
• Excellent relationship-building and collaboration skills.

Responsibilities

• Contribute to overall team strategy and define service vision and goals.
• Monitor external and internal change environments for impact.
• Build strong relationships with cross-functional stakeholders.

Job description

Overview

Senior Manager - Service Strategy & Transformation

Salary: £65,000 + Generous bonus

Location: Based in Epsom

Flexible working: Extremely flexible working

Benefits: Private medical, gym facilities, buy and sell holiday

About the Role

This is a senior strategic role responsible for shaping the proposition and driving transformation within our Client Transitions services. You\'ll oversee how we define, improve, and deliver our end-to-end offering for clients navigating complex personal transitions. The role spans multiple product types, service channels, and client profiles. You\'ll be a key player in identifying improvement opportunities, ensuring regulatory alignment, embedding best practices, and acting as the voice of the client during change initiatives. You will also act as a bridge between the Client Transitions team and broader business functions (e.g. Risk, Legal, Compliance, Operational Delivery, and Technology), and help influence the future direction of service strategy and proposition development.

Key Responsibilities

• Contribute to overall team strategy, working closely with leadership to define service vision and goals.
• Monitor external, regulatory, and internal change environments to assess and respond to impact areas.
• Act as the voice of the client through analysis of service feedback, incidents, and insights.
• Define and promote best practices for managing client transitions to ensure service excellence.
• Build strong relationships with cross-functional stakeholders to maintain a joined-up, compliant service.
• Represent the department at internal and external forums as required.
• Provide leadership and people management within the team, helping to build a high-performance culture.

Person Specification

• A strong commitment to delivering meaningful and supportive client service.
• Experience leading or contributing to transformation within operational or service teams.
• Deep understanding of regulated processes and complex client scenarios (e.g. life events, transitions).
• Strategic mindset with a focus on long-term service quality and client outcomes.
• Excellent relationship-building and collaboration skills across diverse business areas.
• Strong written and verbal communication skills, with the ability to influence and present clearly.
• Analytical thinking with the ability to translate insight into action.
• Comfortable working in fast-paced, change-driven environments with an agile mindset.
• Proven ability to manage multiple stakeholders and competing priorities effectively.
• A natural leader who brings energy, clarity and structure to complex initiatives.

On Offer

• Flexible hybrid working arrangements
• £65,000 + generous bonus
• A strong focus on learning and career development
• Buy/Sell holiday
• Onsite Gym
• Private healthcare
• A collaborative, inclusive work culture

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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer