Job Title: Customer Director (9 Months FTC)
City: London
State/Province: London
Posting Start Date: 8/21/26
About Servaada, a Wipro company:
Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.
About the Role:
Servaada, a Wipro company is looking for a Customer Director with previous experience in large scale outsourcing / BPO environment and managing multi-client service delivery at scale.
This is a new role which will be at the heart of the growth agenda for the organisation. As the Customer Director, you will be a Certified Function Holder under SMCR and be responsible for the effective delivery of outsourced services across multiple client portfolios within Servaada. This role is accountable for end-to-end service delivery performance against contractual SLAs, financial commitments, and regulatory expectations, while leading large, geographically distributed teams (2,000+ colleagues).
You are responsible for ensuring the business area operates in line with FCA regulatory expectations, delivering good customer outcomes, and maintaining effective controls and governance. The role requires the individual to take steps to oversee operations, manage risk, and ensure compliance within their area of responsibility.
This is a Fixed Term Contract for 9 months.
͏Regulatory Position of Role:
This role falls within the Senior Managers and Certification Regime (SMCR) as a Certified Function Holder.
͏Your Benefits:
As a Customer Director you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve.
͏Responsibilities:
Service Delivery & Operational Performance
Own and lead end-to-end service delivery across multiple clients, ensuring performance meets or exceeds contractual SLAs, KPIs, and customer outcomes
Drive operational excellence across all service lines, ensuring consistency, scalability, and resilience
Ensure delivery aligns to strategic flightpath objectives, transformation plans, and agreed client outcomes
Maintain appropriate oversight and management information (MI) to monitor performance, risks, and customer outcomes
Client & Customer Relationship Management
Build trusted, strategic partnerships with clients, ensuring high levels of client satisfaction, retention, and growth
Lead governance forums (e.g. service reviews, steering committees), ensuring transparency, effective challenge, and proactive issue resolution
Leadership & People Capability
Lead, inspire, and develop a large, multi-location workforce (2,000+ employees)
Ensure the capability, competency, and capacity of colleagues through robust workforce planning, training, and talent development
Ensure colleagues are appropriately skilled, supervised, and supported to deliver good customer outcomes
Foster an inclusive, high-performance culture focused on accountability, customer outcomes, and continuous improvement
Financial & Commercial Management
Own delivery against budget, cost targets, and profitability expectations
Manage commercial performance, including client charging, cost recovery, and margin optimisation
Ensure financial decisions are aligned with contractual obligations and do not adversely impact customer outcomes
Risk, Controls & Governance
Establish and maintain a strong controls environment, ensuring compliance with regulatory and internal governance requirements
Take steps to ensure risks are identified, assessed, and effectively managed within the business area
Promote a culture of risk awareness, control effectiveness, and accountability
Ensure robust root cause analysis, incident management, and outcome-based monitoring to prevent recurrence of issues
Ensure appropriate oversight of outsourced and offshore activities, maintaining accountability for service delivery
Continuous Improvement & Transformation
Drive continuous improvement initiatives to enhance customer service, efficiency, and outcomes
Leverage data, insights, and innovation to improve operational performance and client value
Lead transformation activity aligned to digital, automation, and process optimisation strategies
Stakeholder & Matrix Collaboration
Collaborate with internal functions (e.g. Risk, Finance, HR, Technology) to ensure aligned delivery and governance
Provide appropriate challenge and escalation where risks or issues may impact customers, clients, or regulatory compliance
Influence senior stakeholders across the organisation to drive strategic outcomes and resolve complex challenges
͏Accountabilities:
Clear ownership of overall operational delivery, customer outcomes, and service performance within defined business areas
Accountability for ensuring effective controls, governance, and regulatory compliance
Responsibility for taking steps to prevent regulatory breaches and mitigate risks
Maintaining appropriate oversight, documentation, and audit trail of decisions and actions
Essential Skills:
Proven leadership experience in large-scale outsourcing / BPO environments
Strong track record of managing multi-client service delivery at scale
Deep expertise in commercial management, budgeting, and financial performance
Experience operating within a regulated environment with strong risk and control frameworks
Strong understanding of conduct risk and customer outcome-focused delivery
Exceptional stakeholder management and client relationship skills at executive level
Personal Attributes:
Customer-first mindset with focus on outcomes over activity
Visible, values-led leadership promoting integrity and accountability
Data-driven decision making
Commitment to continuous improvement and innovation
Strong focus on people development and engagement
Application of Individual Conduct Rules:
Standard of conduct is reasonable under all circumstances relating to
Must act with integrity
Must act with due skill, care and diligence
Must be open and cooperative with the FCA and other regulators
Must pay due regard to the interests of customers and treat them fairly
Must observe proper standards of market conduct
Must act to deliver good outcomes for retail customers
Join our team as a Customer Director and make a meaningful impact in the lives of our clients and beneficiaries. If you have a passion for Retail Investments, Life & Pensions, a thorough understanding of investment services, and a desire to assist customers in their financial journey, we welcome you to apply and be part of our dedicated team.
Equal Opportunities:
Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.
