Head of Customer Care & Transformation (Hybrid)

Royal London Group; Alderley Edge; Híbrido; GBP 90.000 - 130.000; Jornada completa

Descripción de la vacante

Royal London is seeking a Head of Customer Care to lead the customer care function across complaints, rectifications, due diligence, agency management and data management. The role focuses on delivering fair outcomes, regulatory compliance and operational excellence in a complex environment.

The post offers strong exposure to senior stakeholders, governance forums and cross-functional collaboration with RLAM, Risk, Compliance and Transformation teams.

Formación

• Extensive leadership experience in financial services, ideally in life/pensions or regulated environments.
• Proven track record leading large teams and operations at scale.
• Strong understanding of FCA requirements and customer outcomes.

Responsabilidades

• Lead the Customer Care function, including complaints, rectifications, due diligence and data management.
• Ensure FCA complaint handling compliance and robust controls across operations.
• Develop and mentor a senior leadership team overseeing ~150 colleagues (in-house and outsourced).
• Oversee vulnerable customers and ensure fair treatment throughout journey.
• Use insights and RCA to identify trends and deliver continuous improvement.
• Represent the function at governance forums and board discussions.

Conocimientos

Leadership

Financial services

Regulatory compliance

Stakeholder management

People management

Data analytics

Descripción del empleo

Royal London is seeking a Head of Customer Care to lead the customer care function across complaints, rectifications, due diligence, agency management and data management. The role focuses on delivering fair outcomes, regulatory compliance and operational excellence in a complex environment.

The post offers strong exposure to senior stakeholders, governance forums and cross-functional collaboration with RLAM, Risk, Compliance and Transformation teams.