Senior Manager – Service Strategy & Transformation  

Senior Manager – Service Strategy & Transformation

•  £65,000 + Generous bonus
• Extremely flexible working
• Fantastic company benefits including: Private medical, gym facilities, buy and sell holiday)
• Based in Epsom

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.
• Develop business cases for service and process enhancements, including benefit realisation tracking.
• Work closely with project teams to ensure delivery of changes meets defined requirements.
• Lead on service rollout and embed changes effectively across global teams.
• Integrate data-driven practices to track performance and client outcomes.
• Act as an escalation and decision-making point on change or proposition-related matters.
• 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

Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!

Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.

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