Ben Ainley-Lyons
Head of Helpdesk Services @Hargreaves Lansdown
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WORK HISTORY
Head of Helpdesk Services @Hargreaves Lansdown
As Head of Helpdesk Services (Hargreaves Lansdown’s enterprise client contact & support capability), I provide enterprise wide leadership across the majority of the firm’s client facing operations, including Pensions, Investments, Client Support and Active Savings. I also lead key support and enablement functions, including: Training & Development, Communications, Technical Specialist SME and Business Readiness/Implementation, ensuring these disciplines operate as a cohesive, high performing ecosystem that underpins a market leading client experience. I’m accountable for defining and executing the operational strategy in alignment with firmwide priorities, regulatory obligations and colleague OKRs, driving excellence in client outcomes, operational efficiency, and organisational resilience. As a senior steward of the client voice, I translate service insights and performance intelligence into actionable direction that influences product, service and strategic decision making across the organisation. Alongside this, I play an active role in shaping and supporting the firm’s strategic technology roadmap, ensuring that future digital, operational and service capabilities are designed to scale effectively with client demand and the evolving regulatory landscape.
EDUCATION
West Hill High School
GCSE's across all studies
Westhill High School
GCSE's
ABOUT BEN AINLEY-LYONS
An award-winning and driven Head of Operations, with a track record of delivering results across a variety of business disciplines (sales, service, retentions, complaints, back-office) and sectors, holding FCA certification and FCA significant manager status. Experienced in both building and running large scale, complex teams, through inhouse, outsourced and national branch models. An advocate for the customer, with a solid commercial and strategic outlook, balancing risk and assurance in line with business appetite. A confident communicator across all levels of business, with considerable experience in measuring and reporting outcomes. A successful relationship manager, with a background in leveraging supplier and vendor contracts to deliver results.I’m obsessed with digital transformation, focused on creating accessible and easy to use services for all users. I’m adaptable with my leadership style, working across different planning horizons. A fast learner and curious thinker, with a drive to resolve problems. A champion of diversity and inclusion, promoting a culture of ‘being yourself always’. Key Skills & Experience: Team & People Management, Project Management, Operational Management, Organisational Design, Service Design, Systems and Technology Design, Business Training, Strategy Implementation, Product Management, Outsourcing, Agile & Digital Development, Public Speaking, Sales, Customer Service, Retentions, Loyalty Programmes, Complaints, Technical Claims, Change Management, Leadership, Development
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