Customer Oversight & Improvement Analyst

DEL Phoenix del

Location: Birmingham
Salary: £32,782 to £40,977
Closing Date: 24 February 2020
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All applicants must be based in the UK and confirm that they are able to prove their eligibility to work in the UK.

Job Description

£32,782 to £40,977 + Bonus + Benefits

Based Wythall, South Birmingham (B47)

***12-month 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

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


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