Job description
Roles and responsibilities:
To manage the Finance & EM Helpline team, recruiting, leading and developing high performing people and ensuring the systems used support and enable the team to deliver service excellence.
Ensure that service excellence remains the primary objective within Finance and the driver for all the teams, both in mindset and in reality.
Motivate the team and ensure individual development is in line with succession planning and strategic direction. Managing recruitment aligned to the staffing model required to deliver an excellent and efficient service to our clients.
Participate in varied and complex projects across Finance and OEH to improve current processes and procedures to add value for our clients and take advantage of efficiency gains.
To act as an ambassador for OEH Finance, retaining excellent client relationships, keeping abreast of their needs in the short and long term.
To help shape Operations strategy, supporting the communication of its vision and direction in connection with the Helpline.
Lead and be responsible for the Helpline, both from a business and personal development perspective.
Provide training, feedback, encouragement and guidance to the team ensuring that they have the required knowledge and skills to support an optimum workflow and cover at all times.
Liaise with partners, senior management and clients over a wide range of issues to ensure best practice and effective utilisation of systems.
Distribution of key information across and from Finance, acting as conduit for general communications to the rest of the firm. 
Assessing the best method of delivery in each case (e.g. email/website/Newsroom etc) and working closely with key experts (e.g. Reporting & Planning manager and the SAP/CRM product owners) to ensure communications are accurate and timely.
Key contact for Risk Management and Engagement Management Business Process Advisors, ensuring that the helpline's advice is always up to date and within strict boundaries.
Represent Finance on a wide number of projects as and when required, e.g. development and implementation of helpline tools e.g. ServiceNow and Luware (the call logging and queuing systems).
 
Behavioural / team skills:

• Inspirational leader with excellent people skills
• Resilient and able to work with multiple/highly demanding stakeholders, building a wide business knowledge
• An ability to work at both a strategic and a granular level
• Proactive, independent, and able to recognise and deal with emerging priorities
• High attention to detail with excellent written and verbal communication skills
• Takes ownership for own performance, identifying areas for improvement and development (for both self and others)