Manager Service Excellence & Transformation Hub

About Utmost International

Utmost International is a leading provider of insurance-based wealth solutions operating across the UK, Europe, Latin America, Asia, and the Middle East. Its solutions are largely based on unit-linked insurance policies, serving the needs of affluent, high net worth (HNW), and ultra-high net worth (UHNW) individuals.

About Utmost Luxembourg S.A.

Sitting at the crossroads of private banking, asset management, and insurance, we operate in a well-established and fast-growing division of the financial services industry. Our dynamic international team of 450+ experienced wealth structuring specialists, subject-matter and technical experts consists of 50 different nationalities, speaking over 30 languages.

We are a diverse and inclusive organisation driven by a values-based culture that promotes excellence, ambition, and innovation. We invest in talented teams who develop their expertise, curated through support and training, and fostered through a people centred culture. Our people truly are our greatest asset!

Your role – Are you ready for a challenge?

The Manager, Service Excellence & Transformation Hub (SETHUB) Manager is the single point of Coordination between internal function and business function for any Risk, Regulatory, IT, Fiscal, Legal, Marketing or Financial issues and projects, project coordination, impact & data analysis/update as well as reach out to partners/clients in light of any project.

Your responsibilities will be as follows:

Be part of a dedicated team within the Partner & Client Services department, focusing on training, regulatory and digital projects coordination and departmental governance, all with Service Excellence as a driving force,

Promote Service and Operational Excellence acting as an Ambassador for the Partner & Client Services department,

Review existing procedures and processes and propose and implement improvements,

Review, analyse and coordinate change requests from creation to implementation (user requirement review and validation, testing and release), request and allocate specific business testing and validation where appropriate,

Facilitate effective learning review meetings with internal stakeholders, and develop understanding of key business drivers,

Promote knowledge sharing, organise dedicated training sessions, presentations to the different teams on existing or new processes and tools,

Develop and maintain a strong working relationship with both internal & external stakeholders,

Take all necessary actions to respond in an effective, professional and timely manner ensuring a high level of service to both internal & external stakeholders,

Report and escalate any specific issue or change request,

Prepare and update monthly KPIs,

Coordinate changes and projects impacting the department from initiation until implementation,

Perform Management Controls on transactions and processes.

Your profile – Have you got what it takes to become our Manager SETHUB?

University or Business School degree in Economics/Finance/Law/Business administration or similar field,

At least 5 years’ experience in Client services, Project management, Risk or Operational Function, preferably in the banking or insurance sector,

Good analytical skills with a high degree of initiative, planning and organisational skills,

Proactive, flexible and able to work in a fast paced, demanding environment,

An enthusiastic team player, self-motivated, with excellent interpersonal and communication skills, verbal as well as written,

High level of initiative and problem-solving capabilities,

Ability to navigate between strategic and tactical topics, adapting short and long term priorities in a fast changing environment,

Strong ability to learn new things, the curiosity to figure out how it work, and a passion for improving the experience of key stakeholders,

Bring excellent social skills and high emotional intelligence,

Ability to work independently while keen to work as part of a team and assist colleagues,

Willing to make the extra effort as required,

Excellent written and verbal communication skills in English, including superior skills in explaining technical topics.

As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to gender, colour, religion, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Given the sensitive nature of our business, industry sector and the role as described, the selected candidate is required to provide a criminal record (Bulletin n°3 for Luxembourgish residents). This excerpt will be kept by Utmost Luxembourg S.A. in compliance with article 8-5 (2) of the law of 23 July 2016 and for no longer than one month from the conclusion of the employment contract; otherwise, it will be destroyed without any undue delay should the candidate not be hired.

Utmost Luxembourg S.A. is aware of its obligations under the General Data Protection Regulation (GDPR) and is committed to processing your data securely and transparently.

Our Recruitment Privacy Notice is in line with GDPR and provides more information with regards to the types of data that we collect and hold on you as a job applicant, including for the performance of Background Checks.  It also sets out how we use that information, how long we keep it for and other relevant information about your data. For full details please click here Recruitment Privacy Statement

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