Senior Consumer Duty Manager

HFG; Essex; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A fast-growing insurer based in Essex is seeking a Senior Customer Outcomes Manager to lead compliance with Consumer Duty and enhance customer outcomes. The role involves developing relationships with partners, reporting to the Board, and driving improvements in customer engagement based on analysis and feedback.

Qualifications

• At least 5 years experience in regulated customer roles.
• Familiarity with Consumer Duty requirements.
• Experience engaging with FCA and PRA is beneficial.

Responsibilities

• Lead responsibility for Consumer Duty compliance.
• Develop relationships with outsource partners to enhance customer outcomes.
• Analyze GIPP data with the Pricing teams for improvements.

Skills

Compliance

Customer Engagement

Stakeholder Management

Analytical Skills

Interpersonal Skills

Job description

A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager.

The company work 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.

Key Responsibilities:

Lead First Line responsibility for Consumer duty and ensure compliance across the business:

• Ensure compliance with the Consumer Duty outcomes and FCA cross cutting rules
• Production of monthly Customer Outcome monitoring

Customer Committee:

• Ensure all papers are submitted to a high quality and on time
• Review and issue minutes
• Action tracking
• Challenge where appropriate

Drive tangible improvements for the customer by:

• Developing positive relationships with outsource partners, working with them to ensure good customer outcomes
• Developing appropriate Board level customer reporting which ensures that Board focuses on consumer outcomes
• Work with stakeholders on product governance ensuring products and services are apt for target customers and provide value.
• Work with Pricing teams to gather and analyse GIPP (general insurance pricing practices) data and drive changes as necessary.
• Ensuring oversight of key customer communications, identify continuous improvement.
• Identify themes and trends from customer complaints and provide recommendations for improvements in underwriting, pricing and claims.

You will need at least 5 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.