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- Tasks: Lead customer outcomes and ensure compliance with Consumer Duty regulations.
- Company: Join a fast-growing, successful insurer based in Essex with a hybrid work model.
- Benefits: Enjoy flexible working arrangements and a dynamic company culture.
- Other info: This is a newly-created, high-profile position with significant responsibilities.
- Why this job: Make a real impact on customer experiences and drive positive change.
- Qualifications: 5+ years in regulated customer roles; familiarity with Consumer Duty is essential.
The predicted salary is between 48000 - 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.
- Customer Committee:
- 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.
Contact Detail:
HFG Insurance Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Consumer Duty Manager
✨Tip Number 1
Familiarise yourself with the latest Consumer Duty regulations and FCA guidelines. Being well-versed in these areas will not only help you understand the role better but also demonstrate your commitment to compliance during discussions.
✨Tip Number 2
Network with professionals in the insurance industry, especially those who have experience with consumer outcomes and regulatory compliance. Engaging in conversations can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer outcomes in previous roles. Highlighting tangible improvements you've made will showcase your ability to lead in this new position.
✨Tip Number 4
Research the company’s current customer outcomes and any recent initiatives they've undertaken. This knowledge will allow you to tailor your conversations and show that you're genuinely interested in contributing to their success.
We think you need these skills to ace Senior Consumer Duty 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 previous 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 experience that demonstrate your ability to lead and drive improvements in customer service.
Highlight Key Achievements: When detailing your work history, focus on quantifiable achievements related to customer outcomes. For instance, discuss how you developed relationships with partners or improved customer satisfaction metrics.
Showcase Your Understanding of Compliance: Demonstrate your knowledge of compliance and regulatory frameworks in your application. Discuss how you have ensured adherence to consumer duty outcomes and any initiatives you have led to improve compliance within your previous roles.
How to prepare for a job interview at HFG Insurance Recruitment
✨Understand Consumer Duty Requirements
Make sure you have a solid grasp of the Consumer Duty requirements and how they apply to the role. Be prepared to discuss your previous experiences in ensuring compliance and how you can drive improvements in customer outcomes.
✨Showcase Your Leadership Skills
As this is a high-profile position, demonstrate your leadership capabilities. Share examples of how you've successfully led teams or projects in the past, particularly in regulated environments, and how you can champion first line responsibility for consumer duty.
✨Prepare for Stakeholder Engagement
Think about how you would develop positive relationships with outsource partners and stakeholders. Be ready to discuss strategies you've used in the past to ensure good customer outcomes and how you would approach product governance.
✨Highlight Analytical Skills
Since the role involves analysing GIPP 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 and improve customer experiences in previous roles.