Careers

Support the management and oversight of our outsourced provider of savings administration services, ensuring delivery of a high-quality customer journey and good customer outcomes.

Management and Oversight of Outsourced Provider:

• Support the delivery of high-quality operational performance. Day to day liaison with our outsourced provider, making interventions and escalations to ensure customer needs and/or operational requirements are met. Identify opportunities to improve service delivery.
• Work with our outsourced provider to maintain an operational dashboard of metrics appropriate to monitor the effectiveness of the operational journey and customer understanding.
• Ensure outsourced provider meets SLAs, and where it does not, understand the reasoning and manage to completion.
• Work within, help develop and refine operating and governance framework.
• Measure customer outcomes through feedback, quality assurance and thematic reviews to inform product design and governance.
• Work with the Complaints function to conduct root cause analysis of customer complaints and feedback to evidence learning.
• Carry out quality assurance on outsourced provider to ensure operational standards are met and identify improvements needed.

 

Vision and Strategy for the Savings Business:

• Support development and implementation of the Retail Savings strategy to deliver business plan objectives and strategic priorities.
• Make changes to the Retail Savings proposition, reflecting emerging themes and best practice in the savings market including an understanding of the competitive and regulatory environment.

 

Savings Customer Journey:

• Contribute to the design and evolution of the customer journey to ensure effective engagement and retention activity.
• Closely monitor customer dashboard metrics to drive the effectiveness of the customer journey and outcomes.
• Implement customer improvements identified through SME knowledge, customer feedback and behaviour.
• Assess the impact of changes implemented and review alongside prioritising future developments.
• Work on several projects in parallel with appropriate prioritisation applied.

 

Risk Management:

• Administer risk management framework relating to conduct and operational issues for savings. Document identified risks, monitor resultant actions and control effectiveness.
• Provide a 1st line control function, working closely with second and third-line assurance functions to evidence that oversight, management actions and controls are effective.
• Maintain an understanding of relevant compliance and regulatory issues.

• Degree educated
• Proven track record of working in a Commercial and/ or Operational function in the UK Financial Services industry, preferably within Retail Savings
• Experience of working with a material outsourced provider.
• Able to build and manage relationships with key stakeholders to achieve long-term success
• Good team player, gaining the benefits of working as a diverse team to achieve stronger results
• Strong verbal and written communication skills with internal and external stakeholders
• Proven ability to work on own initiative, solving problems where necessary, but ensuring collaborative approach to deliver high quality operational performance and customer journey