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Customer Conduct and Outcomes Manager

Hastings Group, Leicester

Customer Conduct and Outcomes Manager

Salary not available. View on company website.

Hastings Group, Leicester

  • Full time
  • Permanent
  • Remote working

Posted 1 week ago, 18 Dec | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 7565151c03d247b09b6193a3165505e8

Full Job Description

  • Ensuring that the HISL conduct framework and associated activities are setting appropriate standards for conduct monitoring and reporting, providing senior leaders with actionable oversight
  • Responsible for the assessment of customer outcomes and the creation of clear and insightful reporting, sharing the findings with leaders, senior management and the Board
  • Agreeing actions that will improve customer outcomes and reduce the risk of harm with business leaders, tracking the delivery of these actions through to completion
  • Leading conduct reviews and gap analyses, including competitor and market benchmarking, assessment against FCA updates and other industry body publications, and sharing outputs with clear findings and recommendations
  • Applying your expert knowledge and understanding of customer conduct regulatory guidance, industry best practice and competitor activity to inform the business, summarising key learnings and recommendations
  • Leading and delivering other related improvement activities and change, including running small to medium projects independently

    Strong understanding of Consumer Dity regulations, vulnerability guidance and already have experience within regulatory environments - with the ability to interpret regulatory requirements, applying them to different business areas and sharing these in a simple and straightforward way with stakeholders
  • Proven experience in a similar role, with experience in monitoring and evidencing the delivery of good customer outcomes, understanding customer journeys and the risks of harm that may occur if customers aren't supported
  • Outstanding communication skills, with the ability to engage, encourage and influence stakeholders at all levels, both written and verbally

    We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.
    • We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.

    Salary - Attractive salary based on experience + car allowance (pay reviews also completed each year) Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home. Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance. Physical Wellbeing - as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI) This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen. Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support. Mental Wellbeing programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own, in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs There's more! - 27 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more …. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart

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