National Account Manager

Audley Travel; Uckfield; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing insurer in the UK is seeking a Consumer Duty Manager to champion compliance and ensure good customer outcomes. This hybrid role requires at least 3 years' experience in a regulated environment. Responsibilities include managing compliance, supporting customer reporting, and building relationships with stakeholders to enhance customer experience. Ideal candidates will have familiarity with Consumer Duty requirements and engagement with regulatory authorities, contributing to continuous improvement initiatives.

Qualifications

• At least 3 years' experience in a regulated entity in customer roles.
• Familiarity with Consumer Duty requirements.
• Experience of engagement with FCA and PRA is beneficial.

Responsibilities

• Manage compliance with the Consumer Duty outcomes and FCA cross-cutting rules.
• Highlight actions for metrics outside of appetite and drive root cause analysis.
• Develop positive relationships with outsource partners to ensure customer outcomes.

Skills

Compliance management

Stakeholder management

Risk analysis

Customer relationship building

Job description

Job Overview

A fast-growing, highly successful insurer based in Essex is currently seeking a Consumer Duty Manager. The company works on a hybrid basis and it's anticipated you will spend one or two days a week in the office. This is a high-profile, newly-created position within the organisation that will see you lead on, and champion, first line responsibility for ensuring good customer outcomes.

Responsibilities

• Supporting First Line responsibility for Consumer Duty and ensuring compliance across the business:
  • Manage compliance with the Consumer Duty outcomes and FCA cross-cutting rules
  • Review performance in line with thresholds
  • Highlight actions where metrics are operating outside of appetite and drive root cause analysis to understand and propose action
  • Support the Customer Committee by building content for the Committee and supporting the Chair in minute taking and action tracking
• Customer Committee:
  • Ensure all papers are submitted to a high quality and on time
  • Review and issue minutes
  • Action tracking
  • Ensure that all responsibilities are adhered to
  • Challenge where appropriate
• Drive tangible improvements for the customer by:
  • Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
  • Supporting appropriate Board level customer reporting which ensures that Board focusses on consumer outcomes
  • Working with stakeholders to monitor the performance of customers with vulnerable or potentially vulnerable characteristics, collecting evidence of how we ensure good outcomes and being able to demonstrate this
  • Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value
  • Ensure any risk events that impact customer are reported and action plans developed and learnings embedded
  • Supporting oversight of key customer communications, identify continuous improvement
  • Identify themes and trends from customer monitoring and provide recommendations for improvements in underwriting, pricing, claims etc.

Qualifications

You will need at least 3 years' experience of working in a regulated entity in customer roles and familiarity with the Consumer Duty requirements, experience of prior engagement with FCA and PRA would be beneficial, with an excellent understanding of risks faced within a delegated environment.