Annuity Customer Outcomes Manager

Job Type: Permanent

Closing Date: 24th Jan 2025

Location and flexible working: London, Edinburgh or Birmingham. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process. All our roles are open to part-time, job-share and other types of flexibility.

Salary and benefits: £41,100 - £60,000 plus bonus 16% - 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!

Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050.

We’re currently recruiting for an Annuity Customer Outcomes Manager to join our Client Services team in Retirement Solutions. The successful candidate will be required to lead a small team to improve customer outcomes for Annuity customers by using their experience and passion to drive excellent service from our internal and external suppliers.

Working within a growing, brilliant, friendly risk and oversight team across our Edinburgh and London locations, you will lead Oversight of customer outcomes for Annuity customers. This is a fantastic opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to provide objective views, challenge how we can make things simpler for our customers and deliver consistency in how we support our customers across suppliers.

What are we looking for?

• Annuity Product knowledge
• Previous line management experience
• Excellent communication skills (verbally and written)
• Constant drive to improve and be more efficient through automation
• Strategic thinking considering people, processes and systems
• Very self-aware with the desire to exceed expectations and demonstrate resilience in overcoming challenges and determination to deliver results for customers
• Natural flair for collaboration across levels and teams to influence change

Key Responsibilities

• Own Client Services Oversight Framework and Processes
• Lead and develop a team of Oversight Analysts, ensuring the team ethos is passed down to all new joiners
• Chair oversight forums, ensuring the aims and objectives of each session are always met
• Ensure detailed Management Information, complete with key findings, is prepared for Senior Management to make decisions or raise escalations where needed
• Provide effective and accurate analysis to produce management information to enable and support the oversight of Annuity performance
• Perform effective analysis of Phoenix’s internal and outsourced administrator’s data, ensuring that appropriate quality assurance procedures are adopted and service levels monitored
• Support the development and collation of management information that enables senior management to effectively monitor service delivery and identify key risk indicators as the processes evolve to continually meet client demands
• Proactively identify emerging data issues, liaising with internal administrators and Phoenix’s outsourced administrators to rectify any issues
• Identify areas of improvement, in order for the Oversight function to support the development of the Annuity Operating Model
• Build and maintain relationships with internal stakeholders and outsourced administrator
• Carry out re-performance of calculations and processes completed by the outsourced administrator to ensure accuracy and completeness of administrator outputs

We want to hire the whole version of you. We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.