A rapidly growing insurance business, based in Essex, is seeking a Customer Outcomes Manager to work on personal lines products.
This is a newly-created role, one that has been created due to investment and an increase in the number of products now being offered by the firm.
This is a hybrid role (1 day a week in the office), paying up to £60,000.
On a day-to-day basis, you will:
* Ensure compliance with the four Consumer Duty outcomes; products and services, price and value, consumer understanding, and consumer support and FCA cross cutting rules
* Produce of monthly CD monitoring:
* Liaise with business functions to gather the required data
* Ensure all metrics and thresholds are relevant and appropriate
* Develop positive relationships with outsource partners, working with them to ensure a good customer outcome
* Developing appropriate Board level customer reporting which ensures that Board focusses on consumer outcomes
* Working to define the firm approach to vulnerable customers, collecting evidence of how they ensure good outcomes and being able to demonstrate this
* Foster a customer centric culture in the business, facilitate training where necessary so that colleagues understand their part to play
* Attend and contribute to customer committees
Experience required:
Preferably at least 8-10 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 excellent understanding of risks faced within a delegated environment.