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- Tasks: Lead a team to enhance customer outcomes for Annuity clients through effective analysis and oversight.
- Company: Join Phoenix Group, the UK's largest long-term savings and retirement business with a commitment to sustainability.
- Benefits: Enjoy flexible working, competitive salary, 38 days leave, private medical cover, and volunteering days.
- Why this job: Be part of a friendly team driving positive change in customer service and making a real impact.
- Qualifications: Experience in annuity products, team management, and process automation is essential.
- Other info: Open to applicants from all backgrounds; we value diverse experiences and perspectives.
The predicted salary is between 43200 - 60000 £ per year.
We’re currently recruiting for an Annuity Customer Outcomes Manager to join our Client Services team in Retirement Solutions. This is an exciting opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to provide objective views, challenge how we can make things simpler for our customers and deliver consistency in how we support our customers across suppliers.
Job Type: Permanent
Location and flexible working: London, Edinburgh or Birmingham. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process. All our roles are open to part-time, job-share and other types of flexibility.
Salary and benefits: £43,200 - £60,000 depending on experience plus bonus 16% - 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!
Who are we? We want to be the best place that any of our 6,600 colleagues have ever worked. We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done.
The Role: The successful candidate will be required to lead a small team to improve customer outcomes for Annuity customers by using their experience and passion to drive excellent service from our internal and external suppliers. Working within a fantastic, growing and friendly risk and oversight team across our Edinburgh and London locations, you will lead oversight of customer outcomes for Annuity customers.
Key responsibilities:
- Own Client Services Oversight Framework and Processes
- Lead and develop a team of Oversight Analysts, ensuring the team ethos is passed down to all new joiners
- Chair oversight forums, ensuring the aims and objectives of each session are always met
- Provide effective and accurate analysis to produce management information to enable and support the oversight of Annuity performance
- Perform effective analysis of Phoenix’s internal and outsourced administrator’s data, ensuring that appropriate quality assurance procedures are adopted, and service levels monitored
- Support the development and collation of management information that enables senior management to effectively monitor service delivery and identify key risk indicators
- Identify areas of improvement, in order for the Oversight function to support the development of the Annuity Operating Model
What are we looking for?
- Recent Annuity Product knowledge (specifically Individual annuities)
- Proven experience in team management and development within a financial services environment
- Evidenced experience of automating processes
- Demonstrated ability of performing effective analysis (preferably annuity data), identifying key risk indicators, areas of improvements for senior management
- Working knowledge of Consumer Duty
We want to hire the whole version of you. We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you. If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.
Annuity Customer Outcomes Manager employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Annuity Customer Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest trends in annuity products, especially individual annuities. This knowledge will not only help you during interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with professionals in the financial services sector, particularly those who have experience in customer outcomes or annuities. Engaging with them can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your experience in team management and development. Think of specific examples where you've successfully led a team or improved processes, as this aligns closely with the responsibilities of the role.
✨Tip Number 4
Understand the Consumer Duty regulations and how they impact customer service in the financial sector. Being able to articulate your understanding of these regulations will set you apart from other candidates.
We think you need these skills to ace Annuity Customer Outcomes Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Annuity Customer Outcomes Manager position. Understand the key responsibilities and required skills, especially around customer service and team management.
Tailor Your CV: Customise your CV to highlight relevant experience in financial services, particularly with annuities. Emphasise any previous roles where you managed teams or improved customer outcomes, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've driven improvements in customer outcomes in past roles, aligning with the company's goals.
Highlight Relevant Skills: In your application, be sure to mention your knowledge of Consumer Duty and any experience with automating processes. These skills are particularly relevant to the role and will help you stand out to the hiring team.
How to prepare for a job interview at TN United Kingdom
✨Showcase Your Annuity Knowledge
Make sure to brush up on your knowledge of individual annuities. Be prepared to discuss recent trends and how they impact customer outcomes, as this will demonstrate your expertise and passion for the role.
✨Highlight Team Management Experience
Since the role involves leading a team, be ready to share specific examples of your previous team management experiences. Discuss how you developed your team members and fostered a positive working environment.
✨Prepare for Process Improvement Discussions
Think about past experiences where you've identified areas for improvement in processes. Be ready to discuss how you approached these challenges and the outcomes of your initiatives, especially in relation to customer service.
✨Understand Consumer Duty Principles
Familiarise yourself with the principles of Consumer Duty and be prepared to discuss how they apply to the role. This shows that you are aligned with the company's values and understand the importance of customer-centric service.
