This is a fantastic opportunity for you to take on a new role within a newly formed team within Digital & Marketing.
We have huge growth plans for both the short and long term, which build on rapid growth over the last couple of years as we increasingly give our customers more ability to interact with us digitally in an increasingly personalised way. Our vision is for a bolder, customer centric, digital first, data led business with a brand that resonates with customers. A business that values and builds customer relationships and lifetime value through excellence in cross sell and retention.
Effective, structured management of risk and governance will be a key contributor to the continued successful scaling of the department.
Job Purpose
The overall objective for the role is to improve existing risk management practices, ensuring Digital & Marketing secures fair customer outcomes and meets regulatory requirements whilst exceeding our challenging customer and financial targets. It is an enabling role for the rest of the department to focus on customer excellence and value creation, with this team/role providing the essential risk and governance wrapper. Collectively this will enable us to take the next steps in delivering against our strategy.
The successful candidate will partner closely with the different teams within Digital & Marketing, proactively supporting them in managing their risk and governance responsibilities. Although risk and governance processes exist, we are looking for someone to identify opportunities and make recommendations for improvement. The role will also need to work closely with other Admiral governance departments, including but not limited to Central Risk, Business Partners, IT as well as any third parties Digital & Marketing manage.
As this is a new area and role, we need you to play a part in shaping the scope, responsibilities and activities going forwards and be an advocate of the changes being made.
The job will have a hybrid working pattern, with an expectation of around 40% of time to be spent in the office in Cardiff, with the rest of time working remotely.
About the team
Digital & Marketing is currently comprised of four teams: Digital Channels, Digital Product, Marketing, and the newly formed Transformation, Risk and Governance team. Collectively we are responsible for all online customer transactions and contacts, from online sales/service, webchat, bots, MyAccount contacts and everything in-between. We are responsible for all Marketing activity within Admiral.
Main Responsibilities
- Working in partnership with the other Digital & Marketing Teams to efficiently manage first line risk activity in a centralised team, through process mapping, risk reviews, controls testing and reporting
- Ownership of Risk Registers and supporting reviews, ensuring all risks are identified, consistently assessed, and have effective ownership and controls.
- Regular testing of the effectiveness of controls within Risk Registers. Creation of regular reports/summaries and associated action plans
- Working with SMEs to identify emerging risks and ensure mitigation is in place
- Management of risk events, under the direction of Product Owners, ensuring both customer and business detriment is resolved efficiently and effectively, along with the implementation of future controls.
- Creation of regular MI on risk events to improve risk management, reduce future impacts and update processes.
- Ensure Group Minimal Standard are met, well documented, and an action plan is in place to address any shortfalls.
- Conduct Risk MI (CRMI) collation and reporting.
- Building relationships with stakeholders from operational areas within Digital & Marketing, and more broadly across the business. Represent the department at appropriate internal committees and meetings.
- Optimising existing risk management processes within Digital & Marketing.
- Supporting management with SMF responsibilities through the provision of risk management information and insight into the operational effectiveness of controls.
Key Competencies
- A passion for risk management, strong personal values and a solid record of delivery.
- Comfortable working at pace and in changing environments
- Self-motivated with an aspiration to learn and develop.
- Confident in making decisions and working independently.
- Excellent verbal and written communication skills
- Capable of managing a wide range of stakeholders
- Inquisitive, adaptable and open-minded to finding new or better ways of working and recommending solutions to problems.
- Track record of cross-organisational relationship building and the ability to gain consensus
- The ability to work to tight deadlines and therefore able to prioritise a workload effectively.
Experience and qualifications
- Prior experience of managing risks, controls and governance processes is essential
- Full training will be provided around Digital/Marketing processes and activities so prior experience is desirable but in no way essential.
- A good understanding of the external risk environment and macro issues that can impact a digital organisation
- Understanding of digital journeys and experience process mapping them, supporting the business to identify and mitigate risks
- Proven ability to interrogate MI and make recommendations linked to desired customer, regulatory and business outcomes
- A related risk qualification is desirable, but not essential
This is not a full definition of the role but covers the main aspects and drivers for success. If you do not meet 100% of the criteria, please do not be put off applying- a person with a positive attitude to learning to fill any knowledge gaps is always an asset. We are committed to an inclusive and diverse workforce within Admiral.
Our Commitment to You
At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.
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 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.
You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.
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