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For Companies At a Glance
- Tasks: Lead the development of a top-notch vulnerable customer management model.
- Company: Join Sigma, recognized as one of the Best Places to Work by the Sunday Times.
- Benefits: Flexible work options and competitive salary; travel opportunities to Cape Town.
- Why this job: Make a real impact on vulnerable customer outcomes in a supportive, collaborative environment.
- Qualifications: 5+ years in FCA-regulated businesses with a focus on vulnerable customer management.
- Other info: Simple recruitment process; just send your CV for a quick chat!
The predicted salary is between 48000 - 72000 £ per year.
What being part of the Sigma Family means for you
Head of Outsourced Vulnerable Customer Management
Sigma Connected are looking for a Head of Outsourced Vulnerable Customer Management who will be crucial to the development of a scalable operational model that delivers best-in-class management of vulnerable customer outcomes for our BPO white-label clients across the Financial Services Sector and beyond.
This role will work collaboratively with internal and external client stakeholders from the SLT level to Operational managers, including operations, training, quality, analytics, resource planning, and implementation teams.
The Opportunity:
Job title: Head of Operational Quality
Core hours: Monday to Friday 9 am-6 pm
Where you work: This Role is Flexible – Can be UK-based with the Requirement to travel to Cape Town or permanently based in Cape Town.
Your salary: Competitive (to be discussed on application)
Who are the Sigma Family?
At Sigma, we stand out and have been acknowledged by the Sunday Times as one of the Best Places to Work – voted by our people. Our core mission is to #ImproveEverythingAlways, with a strong focus on our people. That’s why we are seeking exceptional individuals to join us and represent our clients, delivering top-tier customer service across various industries.
A bit more about the Opportunity…
What Your Day-to-Day will Look Like:
You will utilise your subject matter expertise to develop a market-leading vulnerable customer management centre of excellence in our South African operation based in Cape Town. You will work with both internal and external client stakeholders, demonstrating deep knowledge of effective vulnerable customer management and regulatory and operational best practices in the financial services sector.
You will proactively stay abreast of industry developments in vulnerable customer management, consumer duty, and regulatory changes. You will influence the development and rollout of appropriate operational controls to drive fair customer outcomes that ensure consumer duty requirements are met or exceeded. You will also support client onboarding and implementation activities using your expertise to ensure fantastic delivery.
You will identify solutions to operational performance challenges and gain client confidence in overcoming hurdles, such as significant regulatory enhancements to vulnerable customer requirements. You will develop action and recovery plans working with internal stakeholders, tracking performance and action completion, and producing internal and externally facing reporting on delivery.
What amazing People will bring to the role
You will…
Have 5+ years’ experience as a senior operational or first-line assurance/controls leader in FCA-regulated businesses and be passionate about delivering the right outcomes for vulnerable customers. You are a compelling and authentic leader with a collaborative working style and ability to create a positive, solutions-focused operational atmosphere.
You embrace opportunities and challenges and turn them into successes. You have deep experience working in FCA-regulated operational and/or first-line assurance roles in the consumer credit sector and can educate and develop our offshore management teams at all levels.
You have subject matter expertise gained from working in multiple FCA consumer credit businesses and a broader awareness of vulnerable customer management and consumer duty obligations from the insurance sector or regulated debt collection activity in the utilities or telecoms sector.
You understand the regulatory risks senior managers face in relation to vulnerable customer management and have experience ensuring regulatory outcomes can be evidenced, managing complex operations across multiple sites.
Simple and Straight Forward Recruitment.
We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation which may then lead to a formal interview.
If you like the sound of being part of the Sigma Family then don’t wait and Apply!
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Head of Outsourced Vulnerable Customer Management employer: Sigma Connected
Contact Detail:
Sigma Connected Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Outsourced Vulnerable Customer Management
✨Tip Number 1
Make sure to showcase your experience in FCA-regulated businesses during your conversations. Highlight specific examples where you've successfully managed vulnerable customer outcomes, as this will resonate with the Sigma Family's mission.
✨Tip Number 2
Familiarize yourself with the latest regulatory changes and industry developments related to vulnerable customer management. Being able to discuss these topics knowledgeably will demonstrate your commitment to staying ahead in the field.
✨Tip Number 3
Prepare to discuss your leadership style and how you foster a collaborative environment. Sigma values authentic leaders, so be ready to share examples of how you've created positive operational atmospheres in previous roles.
✨Tip Number 4
Network with professionals in the financial services sector, especially those involved in vulnerable customer management. Building connections can provide insights and potentially lead to referrals that could help you land the job.
We think you need these skills to ace Head of Outsourced Vulnerable Customer Management
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Outsourced Vulnerable Customer Management position. Understand the key responsibilities and required qualifications, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in operational management, particularly in FCA-regulated environments. Emphasize your leadership skills and any specific achievements related to vulnerable customer management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving outcomes for vulnerable customers. Use specific examples from your past roles to demonstrate your expertise and how you can contribute to Sigma's mission.
Prepare for the Interview: If selected for an interview, prepare by reviewing common questions related to operational quality and vulnerable customer management. Be ready to discuss your approach to regulatory compliance and how you've successfully managed teams in similar roles.
How to prepare for a job interview at Sigma Connected
✨Showcase Your Expertise
Make sure to highlight your 5+ years of experience in FCA-regulated businesses. Discuss specific examples where you've successfully managed vulnerable customer outcomes and how your expertise can benefit Sigma's operations.
✨Demonstrate Collaborative Leadership
Emphasize your ability to work collaboratively with various stakeholders, from senior leadership to operational managers. Share instances where your leadership style fostered a positive and solutions-focused atmosphere.
✨Stay Updated on Industry Trends
Be prepared to discuss recent developments in vulnerable customer management and regulatory changes. Showing that you are proactive in staying informed will demonstrate your commitment to excellence in this field.
✨Prepare for Operational Challenges
Think about potential operational performance challenges Sigma might face and come ready with solutions. This will show your problem-solving skills and your ability to gain client confidence in overcoming hurdles.
