Senior Client Outcomes Manager in Newport, Wales

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don\'t tick every box. If you\'re excited about working for us and have most of the skills or experience we\'re looking for, please go ahead and apply. We\'d love to hear from you!
About the role
As Senior Client Outcomes Manager you will work with a wide range of stakeholders to ensure that Hargreaves Lansdown (HL) upholds and continually advances its approach to meeting Consumer Duty standards. This is crucial for maintaining consumer trust and confidence, drive forward HL\'s strategy and for enabling the business to maintain a transparent and trusted relationship with its regulators.

With Consumer Duty expertise, you will provide specialist conduct risk and Consumer Duty advice, challenge, and guidance across HL, informing the standards to which the business operates in delivering good client outcomes and mitigating risks of consumer harm.

Within this role, you will play a crucial role in defining, measuring and optimising client outcomes, ensuring compliance with regulatory standards, and championing our client-centric culture. You will be instrumental in driving the overall strategy aimed at elevating client outcomes and achieving positive business results.

What you\'ll be doing

• Providing trusted partnership and subject matter expertise for all business-related Consumer Duty queries.
• Providing client outcome-driven input into key strategic programmes.
• Producing and presenting Consumer Duty updates and reporting, including the Consumer Duty Annual Report to relevant committees and HL board entities through collaboration with senior stakeholders and business areas.
• Driving ownership of customer outcomes reporting, providing a challenge function and focus of expertise, and ensuring effective reporting on client outcomes throughout HL.
• Working closely with first line teams to integrate outcome monitoring into HL\'s client journeys.
• Collaborating with HL\'s Complaints, QA, and Outcome Testing teams to better integrate root cause analysis into ongoing reporting and wider business processes.
• Partnering with the Vulnerable Clients team to gather insight and evidence on the support provided to clients with additional needs.
• Leading, motivating, and influencing across HL by focusing on clear communication and ongoing development, while role modelling HL values.
• Developing and implementing comprehensive client outcomes strategies aligned with business objectives and regulatory requirements.
• Reviewing, analysing and where applicable responding to regulatory or industry feedback relating to the Consumer Duty and/or delivery of good client outcomes.
• Identifying areas where further Consumer Duty training may be required and work with the relevant areas to ensure successful delivery.
• Working with key stakeholders to utilise data-driven insights for understanding client behaviour, identifying enhancements to client outcomes, and optimising client journeys.
• Owning the Consumer Duty Framework and associated policies, including proactively evolving, reviewing, updating and embedding across HL.
• Owning, implementing and evolving controls associated with the Consumer Duty Framework.
• Delivering clear and comprehensive client outcome governance committee and Board paper reporting, including the Consumer Duty Annual Board Report and Product and Client Outcomes Committee Reporting.

About you

• Previous demonstrable experience in presenting, designing and facilitating customer outcomes reporting to senior committees and Boards.
• Outstanding interpersonal skills including the ability to challenge in a positive manner and work with a range of stakeholders to collaborate on outcomes monitoring and developing requirements.
• Deep understanding and experience in wealth, asset and fund management including platforms.
• Deep understanding and experience of the financial services regulatory environment, including relevant regulations, guidelines and laws governing client outcomes (such as complaints and clients with characteristics of vulnerability).
• Experience with risk management and controls in relation to the consumer duty environment, including the use of data to drive better outcomes.
• Strong analytical skills and experience in identifying strategic themes and trends relating to client outcomes, and driving actions to address and improve policy, processes, systems and customer experience.
• Championing and putting clients at the heart of decision making. Being the voice of the client.
• Ability to lead with gravitas and align with a wide range of stakeholders, including regulatory bodies, senior management, leadership, Product teams, Operational teams, Legal, Compliance and Internal Audit.
• High ethical standards and integrity in line with HL values, expectations and regulation.
• Excellent verbal and written communication skills to articulate complex issues clearly and effectively to various audiences including Executive Committees, Boards and regulators.

• Leadership skills to inspire and motivate teams, fostering a culture of accountability and continuous improvement.

Interview process
The interview process will include two stages with a competency-based interview, presentation, and leadership-based interview.
Salary

Up to £90,000 per annum (depending on experience)
Working schedule
This is a full time, permanent role working 37.5 hours per week. The role will be Bristol-based, BS1 5HL. Hybrid working is available and open for discussion.
Please include your CV and a cover letter with your application.
Why us?
Here at HL, we\'re the UK\'s number 1 investment platform for private investors, based in Bristol. For more than 40 years we\'ve helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We\'re steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What\'s on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

*dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates. #HLI

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