Fulfilment Manager

A vacancy has arisen within Admiral Financial Services for a Fulfilment Manager within the Customer Fulfilment team, reporting directly to the Head of Customer Fulfilment. The role involves overseeing all elements of analytics and insights that support the onboarding of customers. This is a broad role that includes taking the lead on underwriting strategy, referral optimisation, process improvements, affordability, Open Banking, and much more. They will responsible for optimising existing processes whilst supporting key strategic projects.

The successful candidate will be able to quickly fit into a fast-moving, innovative, and high-profile environment, and will be required to hit the ground running; at least four years’ prior experience in an analytical environment is, therefore, a prerequisite. Candidates will be given the responsibility to set direction and lead the way, whilst very much retaining a hands-on approach.

Main Responsibilities

• Analysing, reporting, and optimising the customer referral journey
• Understanding the underwriting strategy and constantly looking for areas of improvement
• Exploring new products and data services that would improve the customer onboarding journey
• Working with our change delivery teams to embed new products and services, such as Open Banking
• Optimising our approach to affordability decisioning, including income verification
• Setting, reviewing, and monitoring objectives for the team in line with department objectives
• Representing the Fulfilment in relevant forums and updating key stakeholders on the team’s activities and performance
• Being an SME for the team and providing guidance and support to team members
• Prioritising workloads to meet SLAs and deliver on team objectives
• Embedding a lean process management mindset and improving the efficiency of the team

Required Skills and Experience

• At least four years experience in an analytical environment is essential
• Contribute positively to the Admiral culture, ensuring staff are happy and engaged
• Have the confidence to question existing work practices to ensure we are continuously improving as a team, and encourage an environment where staff are proactively suggesting improvements to process
• Able to work on their own initiative with excellent time management and organisation skills
• Flexible and adaptable approach to work as process/systems evolve
• Positive outlook and able to demonstrate a positive influence on the team
• A strong focus on quality, receptive to feedback, and effective when giving feedback to others
• Be an effective influencer with all levels of staff, with excellent communication skills
• Experience with the following would be advantageous:
  • Unsecured personal loans or Motor Finance
  • Credit risk strategy
  • Fraud risk strategy
  • Open Banking/PSD2

Additional Information

We’re a big believer in personal development and preparing you for success in this role as well as your next. We’ll provide a range of on-the-job training as well as other opportunities to learn all the key skills you’ll need.

Due to Covid, the whole Admiral Financial Services is working remotely. We will provide you with everything you need to work comfortably from home. We expect you to be working remotely for the foreseeable future, however, once it is safe to return to the office, You will be attending once a month, for the whole team to come together to collaborate. 

About AFSL

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.

Admiral Financial Services was formed five years ago and has been an amazing growth story with major ambitions to grow even further. This means we are now looking to enhance all our capabilities, particularly how we leverage data and automation.

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 £520 m in 2019.

Admiral’s philosophy is that ‘people who like what they do, do it better’ and Admiral is proud to offer an open culture where achievement is rewarded and recognised and where coming to work is exciting every day. In 2019, Admiral received a special award from ‘Best Companies to Work For’ as the only company to feature within their rankings since they began 20 years ago: a true testament to the Group’s culture.

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. 

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