Senior Consumer Duty Manager

HJF Promotional Products; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurer seeks a Senior Consumer Duty Manager in London. This hybrid role will involve ensuring compliance with Consumer Duty, leading first line responsibility for customer outcomes, and engaging with various stakeholders to enhance service quality. Ideal candidates will have significant experience in regulated environments, particularly with FCA and PRA engagement.

Qualifications

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

Responsibilities

• Lead compliance with Consumer Duty outcomes across the business.
• Ensure all papers submitted to Customer Committee are of high quality.
• Develop relationships with external partners to ensure good customer outcomes.

Skills

Customer Outcomes

Consumer Duty Compliance

Stakeholder Engagement

Data Analysis

Job description

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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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Strategic Management Services

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