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For Companies At a Glance
- Tasks: Lead customer outcomes and ensure compliance with Consumer Duty regulations.
- Company: Join a fast-growing insurer based in Essex, known for its success and innovation.
- Benefits: Enjoy hybrid working, with flexibility to work from home and office.
- Why this job: Be a key player in improving customer experiences and driving positive change.
- Qualifications: 5+ years in customer roles within regulated entities; knowledge of Consumer Duty essential.
- Other info: This is a newly-created, high-profile position with significant impact on customer satisfaction.
The predicted salary is between 43200 - 72000 £ per year.
A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager. The company works on a hybrid basis and it's anticipated you will spend one or two days a week in the office. This is a high-profile, newly-created position within the organisation that will see you lead on, and champion, first line responsibility for ensuring good customer outcomes.
Key Responsibilities:
- Lead First Line responsibility for Consumer duty and ensure compliance across the business:
- Ensure compliance with the Consumer Duty outcomes and FCA cross cutting rules
- Production of monthly Customer Outcome monitoring
- Ensure all papers are submitted to a high quality and on time
- Review and issue minutes
- Action tracking
- Challenge where appropriate
- Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
- Developing appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes
- Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
- Work with Pricing teams to gather and analyse GIPP (general insurance pricing practices) data and drive changes as necessary.
- Ensuring oversight of key customer communications, identify continuous improvement.
- Identify themes and trends from customer complaints and provide recommendations for improvements in underwriting, pricing and claims.
You will need at least 5 years experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements. Experience of prior engagement with FCA and PRA would be beneficial, with an excellent understanding of risks faced within a delegated environment.
Senior Customer Outcomes Manager employer: HFG Insurance Recruitment
Contact Detail:
HFG Insurance Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest Consumer Duty regulations and FCA guidelines. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to ensuring compliance and good customer outcomes.
✨Tip Number 2
Network with professionals in the insurance industry, especially those who have experience in customer outcomes or regulatory roles. Engaging with them can provide insights into the role and may even lead to referrals within the company.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven improvements in customer outcomes in your previous roles. Highlighting tangible results will showcase your ability to make a positive impact in this new position.
✨Tip Number 4
Research the company’s current customer outcomes and any recent initiatives they’ve undertaken. Being knowledgeable about their operations will allow you to ask insightful questions during the interview and show your genuine interest in the role.
We think you need these skills to ace Senior Customer Outcomes Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer roles, particularly within regulated entities. Emphasise your familiarity with Consumer Duty requirements and any engagement with the FCA and PRA.
Craft a Compelling Cover Letter: In your cover letter, clearly articulate why you are passionate about ensuring good customer outcomes. Mention specific examples from your past roles that demonstrate your ability to drive improvements and develop positive relationships with partners.
Highlight Key Achievements: When detailing your experience, focus on quantifiable achievements related to customer outcomes. For instance, discuss how you improved customer satisfaction scores or streamlined processes that led to better compliance.
Showcase Your Stakeholder Management Skills: Since the role involves working with various stakeholders, illustrate your experience in managing relationships and collaborating across teams. Provide examples of how you've successfully influenced decision-making at a board level.
How to prepare for a job interview at HFG Insurance Recruitment
✨Understand Consumer Duty
Make sure you have a solid grasp of the Consumer Duty requirements and how they apply to the role. Be prepared to discuss your experience in ensuring compliance and how you've previously driven customer outcomes in a regulated environment.
✨Showcase Your Leadership Skills
As this is a high-profile position, demonstrate your leadership capabilities. Share examples of how you've led teams or initiatives that resulted in tangible improvements for customers, especially in relation to compliance and customer satisfaction.
✨Prepare for Stakeholder Engagement
Think about your experience working with various stakeholders, including pricing teams and outsource partners. Be ready to discuss how you've developed relationships that have positively impacted customer outcomes and how you can bring that expertise to the new role.
✨Highlight Analytical Skills
Since the role involves analysing data and identifying trends from customer complaints, be prepared to talk about your analytical skills. Provide examples of how you've used data to drive changes in processes or products that improved customer experiences.
