Customer Oversight & Improvement Analyst
Recruiter
Phoenix Group
Listed on
9th December 2019
Location
Birmingham
Salary/Rate
£32782 - £40977
Type
Contract
Start Date
ASAP
This job has now expired please search on the home page to find live IT Jobs.
12 Months Fixed Term Contract About the role To support the Customer Oversight and Improvement Audit Manager and work with the Customer Oversight and Improvement Managers to ensure the Phoenix Customer Commitments and Fairness Experience Principles are embedded within the customer areas at our Outsource Service Providers (OSPs) and to look for and drive through improvement initiatives to align our customer service experience to the Phoenix Customer Proposition. This is a really good opportunity for someone who is from a Regulatory or Operational Risk background who is looking to utilise the skills they already have acquired as well as being given the opportunity to build upon new ones. No two days are the same here and although it is for 12 months there is so much you will get out of the role and working for a FTSE 100 company. Although the role will be based at our Wythall office it will require regular travel around the UK, Ireland and Edinburgh. Key Responsibilities To support the Customer Oversight and Improvement Audit Manager, to plan and carry out the programme of Customer Audits at our Outsource Service Providers, including site visits in the UK To conduct regular monitoring of Customer processes and telephone calls at our OSPs. Providing feedback on the outcome of monitoring to our OSPs and liaising with them to ensure appropriate standards are being achieved and opportunities for development are identified. Engage with the OSPs to agree findings arising from assurance activity, as well as relevant actions To draft papers and reports following review activity for presentation to key stakeholders and senior management within the OSPs and Phoenix To raise and own Change Requests that improve the customer experience and support the delivery of these change initiatives through regular monitoring of progress and escalation of issues to appropriate stakeholders To support Customer Oversight and Improvement Managers in the review and re-design of Management Information in order to ensure the correct level of assurance is given to internal stakeholders and to ensure improvement and risk areas are correctly identified Essential Individuals must have a Financial Services/Operational background Current and/or previous experience working in a Regulatory/ Risk background Desirable Broad knowledge of Customer Service processes in the Life and Pensions Industry Experience of monitoring telephone calls and back office case processing; preferably in the Financial services Industry Able to exercise consistent judgement in the application of customer service standards. Experience of delivering process improvement change initiatives through recognised methodology (Project/Change qualifications an advantage) Strong analytical skills and ability to understand Management Information to highlight relevant areas of interest Good verbal communication skills required to ensure buy in of key stakeholders to improvement initiatives and actions arising from OSP Oversight findings Strong report and business proposal writing skills Able to work well under pressure, assess priorities in own workload and consistently meet set targets in a timely manner Self-motivated and able to work from own initiative; with the ability to work both as part of a team and on their own Excellent written and verbal communication skills About us Join the Phoenix Group, and you join a unique organisation. It's not just the 10 million policyholders we serve, or the £240 billion of assets we look after. Or that we've been listed as one of the UK's Top Employers for seven years running. It's the fact we manage predominantly closed life funds in our Heritage business. This means we can focus our innovative thinking and energy into improving outcomes for our existing customers and their customer experience.But that's not all. We also have an Open business which manufactures and underwrites new products and policies to support people saving for their future in areas such as workplace pensions and SIPPs. We also market corporate pension trustee services and manufacture products to be sold under other brands. Did you know Phoenix Life manufactures SunLife's market leading Guaranteed Over 50's plan?
Having acquired Standard Life Assurance Limited in 2018, Phoenix is now the largest consolidator of heritage life insurance funds in Europe with a vision to be Europe's Leading Life Consolidator. To apply online simply click the APPLY button. N.B. When on the Phoenix Careers site, first time visitors will be asked to register before applying. Closing date: Midnight, Monday 23rd December 2019.
