Customer Outcome Manager

 About AFSL and the Customer Outcome team

Admiral Financial Services is growing! We have introduced the Customer Outcome team to support our successful and growing business.

This is an opportunity to join as part of AFSLs Operations Management team to lead the Customer Outcome team, overseeing all operational areas and providing first line advice to the business as we continue to grow both our Unsecured Personal Loans and Car Finance customer base.

AFSL operates a three lines of defence role, with the Customer Outcome team sitting within a first line capacity providing the business with prompt advice guidance, sign off and assurance.

** This position is a 12 months Fixed Term Contract **

Customer Outcome Manager

As a member of the Operations Management team, the Customer Outcome Manager is responsible for driving continuous improvements across Operations for both customers and operational efficiencies.

The Customer Outcome Manager will lead the Customer Outcome team within AFSL, whose responsibility is to oversee all operational areas and provide first line advice to the business, whilst also helping colleagues realise their potential through ongoing training and assurance. They are responsible for leading regulatory change which impacts AFSL alongside the AFSL Compliance team.

The Customer Outcome Manager is responsible for managing and measuring the performance of the Customer Outcome team and developing a happy and talented team ensuring that the culture reflects the four pillars of “Communication, Equality, Reward and Recognition and Fun.” They should develop a culture within the team of audit, control, and compliance and foster strong working relationships with other managers and make a valuable contribution to the business

Key Responsibilities

Advice

• Ensure a good regulatory understanding of both the FCA Handbook and Consumer Credit Act is maintained, in particular - PRIN, CONC and DISP
• Provide input and guidance into ongoing AFSL projects
• Providing guidance and approval for any AFSL customer journey or communication changes ensuring regulations, customer outcomes and business goals are considered at the heart of our changes
• Implement regulatory change in conjunction with AFSL Compliance
• Regularly liaise with peer group to share best practice

Quality Assurance and Conduct Training

• Embed the recently introduced assurance framework within the Customer Outcome Team ensuring that risk-based and end-to-end assurance activity is completed in line with Compliance review recommendations
• Ensure assurance improvements across AFSL are measured and corelated back to recommendations/feedback from the Customer Outcome Team  

Management

• Raise visibility of team performance through regular reporting
• Support the Customer Outcome Team   for their own development and progression alongside the Assurance and Training Team Manager
• Make sure the AFSL culture is strong within the Customer Outcome Team and work together as a collective
• Be involved in the creation, support, and participation of relevant working groups
• Manage and motivate staff to ensure morals and culture grow and improve the working atmosphere.

Candidate Requirements

• Strong communication skills and experience of stakeholder management. Must be confident and able to communicate clearly to all staff members from frontline staff to senior stakeholders.
• Excellent working knowledge of FCA regulations and Consumer Credit Act and knowledge of the risk environment and control frameworks.
• Focus on providing solutions to problems using a systematic and analytical approach.
• Must have a strong appetite for improving the customer journey and rectifying unfair customer outcomes and be prepared to challenge the status quo and make suggestions for areas of quality improvement
• A great can-do attitude to support the business in change whilst achieving good customer outcomes. Pro-active, organised, and able to manage their time effectively and take initiative.
• Promote self-development, demonstrating a proactive approach to developing your and your team’s knowledge & skills.

About Admiral

Admiral Group is a FTSE 100 Financial Services company with a presence in eight countries. The company was set up in 1993 as a car insurance specialist, but since then the Group has expanded in other countries and other insurance verticals such as household and travel insurance, in loans, price comparison platforms, and has developed innovative products.

The Group has 7 million customers worldwide and employs over 11,000 people across its operations. Admiral is a growth story with an enviable track record of strong financial performances, ROE consistently over 50%, a turnover of £3.5 bn, and a profit before tax of £520m in 2019.

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons why we're consistently voted one of the Sunday Times’ Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

The Admiral Financial Services HQ is in Cardiff, Wales, however, we are happy to discuss remote working options.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

If you think this role is for you and would like to be considered for this opportunity, please click “apply now” to complete an online application form.

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