Chief Customer Care & Transformation Officer

Royal London; Alderley Edge; In loco; GBP 120.000 - 170.000; Tempo pieno

Vantaggi offerti da questo lavoro

28 days annual leave

an up to 14% employer matching pension

private medical insurance

Descrizione del lavoro

Royal London is seeking a Head of Customer Care to lead the customer care function across complaints, rectifications, due diligence, agency management and data governance. You will ensure fair outcomes, regulatory compliance and operational excellence in a complex, highly regulated environment.

The role offers high visibility with senior stakeholders and governance forums as you drive transformation and efficiency.

Competenze

• Significant Financial Services experience in life, pensions, or similar regulated sectors.
• Experience leading customer care at scale, including complaints handling.
• Strong knowledge of FCA rules, risk and regulatory frameworks.
• Credible relationship builder capable of influencing senior stakeholders.
• Autonomous self-starter with decisive, fast-paced leadership.

Mansioni

• Lead Royal London's Customer Care function across complaints, rectifications and data management.
• Ensure FCA complaint handling and due diligence obligations are met with strong outcomes.
• Develop and coach a senior leadership team of ~150 staff across in-house and outsourced ops.
• Oversee vulnerable customer activity and fair treatment throughout journeys.
• Use insights and root cause analysis to drive continuous improvement.
• Build relationships with senior stakeholders and represent the function on governance forums.
• Support transformation, growth and proposition development initiatives.

Conoscenze

Relationship building

Autonomy

Analytical thinking

Stakeholder management

Regulatory knowledge

Descrizione del lavoro

Royal London is seeking a Head of Customer Care to lead the customer care function across complaints, rectifications, due diligence, agency management and data governance. You will ensure fair outcomes, regulatory compliance and operational excellence in a complex, highly regulated environment.

The role offers high visibility with senior stakeholders and governance forums as you drive transformation and efficiency.