Product Executive – Saga Money

FT – 35 hours per week (Open to discussion on flexible hours and part-time employment, minimum of 20 hours per week)

Hybrid role – Home / Hub working (predominantly from home, occasional meetings tend to be in London but can occur in Folkstone or partner offices).

Our Product team is currently seeking a Product Executive to join our innovative Saga Money business unit. This is an exciting opportunity to join a department that looks to create new propositions that truly meet the needs of our customers.

As a Product Executive at Saga, you will act as a contact point for suppliers and business partners, whilst providing ongoing administrative support to the Head of Product. You will play a pivotal role in monitoring and driving customer satisfaction to ensure that the products and services we provide to our customers are delivered to the highest quality.

This role would be ideal for someone with a genuine interest in financial services and a keenness to think creatively about product development.

If you have experience in product and are above all a team player, apply to join a team that is keen to welcome you onboard to a role where no day is the same!

** Hybrid working, your allocated Hub will be either London or Enbrook, depending on your location. You will need to be within commutable distance to one of these hubs.

Role Responsibility

• Providing support to the Head of Product.
• Acting as a point of contact for both internal and external business partners, working closely with Marketing, Conduct Risk, Finance, Customer Relations, Financial Crime, Training, Operations & Personal Support.
• Managing operational management committees, including diarising, preparing packs, and writing minutes.
• Managing the complaints process and fully investigating customer complaints, proposing solutions to complex escalated customer complaints and ensuring fair and effective resolution of any disputes.
• Monitoring, reviewing and reporting on products and suppliers’ SLAs and KPIs whilst acting on any issues as they arise.
• Managing MI, reporting and analysing data for performance factors, and trends; querying any anomalies.
• Maintaining regular oversight of the market to identify movement in competitor activity, reporting these and their potential impact to the relevant business areas.
• Managing projects to agreed time, budget and quality expectations.
• Ensuring that all programmes and activities meet all regulatory, conduct risk and internal audit requirements. Having due regard for relevant statutory authorities and requirements – e.g. FCA, OFT.
• Using initiative to manage and resolve issues where possible, without escalation to the Head of Product, keeping internal and external teams updated as necessary.
• Managing and executing the completion of product governance reporting including Annual Product Assessments.
• Owning and conducting third-party audits, and reporting findings to the relevant committees.
• Working with the Head of Product and Finance to agree on monthly trading forecasts.
• Working with the Head of Product, Marketing and Finance to make continuous improvements to customer journeys and conversions to meet trading targets.
• Owning the development of small-scale changes, utilising call listening and feedback from customers and internally, to inform product and service design.
• Managing post-sale customer marketing documentation and completing sign-off processes to ensure collateral is technically correct, aligned with current branding and does not expire.
• Reporting on Voice of Customer survey data, ensuring it is shared within the relevant committees.
• Helping to manage customer retention by highlighting areas to be improved and delivering process and document changes.
• Managing incidents, including reporting, root cause analysis, resolution, and minimising potential for reoccurrence.

The Ideal Candidate

• Experience in a product role within financial services
• Ability to manage your responsibilities pro-actively and independently
• Sound understanding of new business processes including third-party provider requirements/operations.
• Inquisitive, to question existing processes and suggest improvements when required.
• Experience in measuring financial performance, the factors which influence trading performance and the ability to articulate a view on the reasons for fluctuation in product financial performance.
• Experience in producing clear and accurate reports.
• Working knowledge/understanding of financial regulatory frameworks.
• Good analytical skills with strong attention to detail.
• Strong problem-solving skills and the ability to prioritise your workload to meet deadlines.
• A positive attitude to work and a keenness to work collaboratively with colleagues.
• Strong customer focus to deliver our brand values.

Package Description

Every day our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that’s why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE TO ALL COLLEAGUES:

• Our working week is 35 hours per week, these can be worked flexibly to suit your working style
• 25 days holiday + bank holidays
• Option to purchase additional leave up to 5 extra days
• Pension scheme matched up to 10%
• Colleague discounts including family discounts on cruises and holidays
• Range of reductions and offers from leading retailers, travel groups, and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave
• Company performance-related annual bonus – Up to 5%
• Income protection
• Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK’s specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

We’re passionate about diversity, equity, and inclusion. Championing diversity is important to us, and diverse teams really are the best ones. We’re dedicated to creating a culture where every colleague feels like they belong. So that at Saga, more than anywhere else, you can be your best, be yourself and make a difference.

Fair consideration is given to all applicants, including those with disabilities and those over who are over the age of 50. As champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams. We are also an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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