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For Companies At a Glance
- Tasks: Join our team to ensure top-notch service and operational efficiency for our clients.
- Company: PIB is a growing company dedicated to putting people first and supporting community engagement.
- Benefits: Enjoy flexible working, competitive holidays, and discounts on various services and products.
- Why this job: Be part of a dynamic team focused on customer excellence and making a real impact.
- Qualifications: Degree or equivalent experience required; 5 years in General Insurance/Broking preferred.
- Other info: We offer extensive learning opportunities and support for career development.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Operations – Technical Assurance
Sitting as part of the St Giles Operations team, the Operations and Assurance Officer is responsible for the delivery of a consistent high-quality service to our clients, fair customer outcomes and operational efficiency.
The role is responsible for ensuring the business adheres to the Specialty Division and PIB Group standards to deliver a consistent high-quality service to our clients:
- Understanding and meeting our customers’ demands and needs
- Customer journeys that drive ease for customers
- Delivery of consistent fair outcomes for customers through compliant processes and well-trained people
- Oversight of Quality Assurance results and remedial actions
Along with driving excellence in customer delivery the Operations and Assurance Officer will identify and manage all risks in line with Group risk appetite in conjunction with the St Giles Leadership team.
Responsibilities:
- Monitor Customer Service Delivery, Quality, Compliance and Risk in St Giles
- Identify and manage risks in conjunction with St Giles Leadership team
- Monitor agreed KPI’s and provide assurance to the St Giles Leadership team to improve productivity, identify issues, deliver fair customer outcomes and adhere to regulation
- Embed Customer Excellence processes including Best Practice Broking Processes, System User Guides and Excellent Customer Journey
- Identify Root causes of all issues affecting customers and address with training, processes and QA
- Introduce Customer Feedback measures to drive improved customer outcomes
- Monitor E&Os, breaches, Complaints, Consumer Duty, Conflicts of Interest and produce Customer and Consumer Duty Reporting for monthly Exec Board.
- Produce periodic risk and regulatory reporting as required – Monthly, Quarterly and Annual and assist with Management Information for RMAR reporting.
- To Review and improve operational delivery through innovative approach to achieve operational efficiencies
- Review and recommend strategic Target Operating Model
Experience:
- Strong strategic and customer focus with an understanding of the wider issues impacting the relevant markets.
- Able to interpret Management Information (MI) and make recommendations.
- Demonstrate ability to motivate and communicate with others at all levels.
- Influential relationships skills at all levels and able to use these relationships to deliver service improvements.
- Excellent communication and negotiation skills.
- Able to adapt and succeed in a changing environment.
- Collaborative, focused, selfless, agile and results driven.
- Degree qualified or equivalent experience/industry related qualifications
- 5 years relevant experience within General Insurance/Broking Sector
- Knowledge of best practice for sales and service
- Regulatory knowledge – an understanding of the following from a day-to-day operational control perspective of the rules and regulations relating to retail insurance broking operation; Data Protection Act, Money laundering, Client Monies, ICOBS, Complaints, QA, Money Laundering, Treating Customers Fairly (TCF) concepts, Training and Competency frameworks and requirements, Financial Ombudsman Service (FOS);
- People management
- Well-developed report writing, verbal and written communication and presentation skills.
- Familiarity and competency using MS Office (Word, Excel, Outlook)
- Strong organisational and time management skills
- Good written and verbal communication
- Ability to influence
- Strong stakeholder management
- Attention to detail
Further informationAs well as a competitive salary we offer the following benefits –
- Competitive holiday allowance with the annual option to buy additional days
- Death in Service benefit of x4 salary
- Company pension scheme
- Enhanced maternity and paternity leave packages
- A flexible benefits package which allows you to add additional benefits to your overall package
- Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- Referral schemes
- Discounted rates on PIB products
- We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering Day.
- We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
- PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
- Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.#HP
REF-222 237
Operations - Technical Assurance employer: pib Group
Contact Detail:
pib Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations - Technical Assurance
✨Tip Number 1
Familiarise yourself with the key regulations and compliance standards relevant to the insurance and broking sector. Understanding concepts like Treating Customers Fairly (TCF) and the Data Protection Act will not only help you in interviews but also demonstrate your commitment to operational excellence.
✨Tip Number 2
Network with professionals in the insurance and broking industry, especially those who have experience in operations and quality assurance. Engaging in conversations can provide insights into the role and may even lead to referrals or recommendations.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer service delivery or operational efficiency in your previous roles. Highlighting your problem-solving skills and ability to drive results will make you stand out as a candidate.
✨Tip Number 4
Showcase your ability to work collaboratively by discussing any team projects or initiatives you've been part of. Emphasising your stakeholder management skills and how you've influenced positive changes will resonate well with the hiring team.
We think you need these skills to ace Operations - Technical Assurance
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operations and technical assurance. Focus on your achievements in customer service delivery, compliance, and risk management, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your understanding of the company's values and how your skills align with their mission. Mention specific examples from your past work that demonstrate your ability to drive customer excellence and manage risks.
Highlight Relevant Experience: Clearly outline your experience in the General Insurance/Broking sector, especially any roles where you monitored KPIs or improved operational efficiencies. Use metrics to quantify your impact where possible.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively communicated with stakeholders at all levels. This could include presentations, reports, or successful negotiations.
How to prepare for a job interview at pib Group
✨Understand the Role Thoroughly
Before your interview, make sure you have a solid understanding of the Operations - Technical Assurance role. Familiarise yourself with the key responsibilities and how they align with the company's goals. This will help you articulate how your skills and experiences make you a great fit.
✨Showcase Your Customer Focus
Given the emphasis on customer service in this role, be prepared to discuss specific examples of how you've previously ensured customer satisfaction. Highlight any experience you have with monitoring customer journeys and delivering fair outcomes.
✨Demonstrate Risk Management Knowledge
Since the position involves identifying and managing risks, brush up on your knowledge of relevant regulations and best practices in the insurance sector. Be ready to discuss how you've handled compliance and risk management in past roles.
✨Prepare for Behavioural Questions
Expect questions that assess your ability to work collaboratively and influence others. Prepare examples that demonstrate your communication skills and how you've motivated teams or improved processes in previous positions.
