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Senior Consumer Duty Manager, Chelmsford
Client:
HFG Insurance Recruitment
Location:
Chelmsford
Job Category:
Other
EU work permit required: Yes
Job Views: 4
Posted: 06.06.2025
Expiry Date: 21.07.2025
Job Description:
A fast-growing, highly successful insurer based in Essex is currently seeking a Senior Customer Outcomes Manager.
The company works on a hybrid basis, with an expectation of one or two days a week in the office.
This is a high-profile, newly-created position within the organization that will see you lead 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:
o Ensure compliance with the Consumer Duty outcomes and FCA cross-cutting rules
o Produce monthly Customer Outcome monitoring reports
o Ensure all papers are submitted to a high standard and on time
o Review and issue minutes
o Track actions and follow up
o Challenge where appropriate
* Drive tangible improvements for the customer by:
o Developing positive relationships with outsource partners to ensure good customer outcomes
o Developing Board-level customer reporting to focus on consumer outcomes
o Collaborating with stakeholders on product governance to ensure products and services are suitable for target customers and provide value
o Working with Pricing teams to gather and analyze GIPP (general insurance pricing practices) data and implement necessary changes
o Overseeing key customer communications and identifying continuous improvement opportunities
o Analyzing customer complaints to identify themes and trends, and recommending improvements in underwriting, pricing, and claims
You will need at least 5 years of experience working in a regulated environment in customer roles, familiarity with Consumer Duty requirements, and prior engagement with FCA and PRA would be beneficial. An excellent understanding of risks faced within a delegated environment is essential.
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