Customer Governance - Edinburgh, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

Edinburgh, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

At M&G our purpose is
to help people manage and grow their savings and investments, responsibly.

As a business, we are continuing to take steps towards a sustainable future, delivering better long-term solutions for our customers and clientsand identifying new opportunities to make a positive impact for our environment and communities.
To help us achieve our vision we're looking for exceptional people who live our values of care and integrity and who can inspire others; embrace change; deliverresults and keep it simple.

We will consider flexible working arrangements for any of our roles and also offer work place accommodations to ensure you have what you need to effectively deliver in your role.

Customer Governance & Improvement Manager (6 mth FTC):

The Customer Governance & Improvement Manager role is pivotal to bring together a programme of customer improvements across the Wealth business that supports the Wealth commercial and customer strategy.

Through the use of insights and data, the role holder will engage across the Wealth businesses to create a consistent view of customer needs, expectations and performance, managing the conversations through the right governance and providing the Wealth Excomwith the inputs to support a customer centric decision making.

The role will also work closely with operational teams to create an empowered environment to drive customer culture forward.

Finally the role will be on point for the customer governance for the Wealth business, ensuring a single view of priorities and performance is discussed at the appropriate forum and presented in a way to inform decision making.

Key Responsibilities for this role:

Develop, manage and continuously improve a framework to monitor the delivery of experience and good customer outcomes across the Wealth business to support strategic discussion and oversight by the Wealth excom, Customer Committee and relevant Boards
Work collaboratively across the Wealth businesses to integrate customer insights and strategy into decision making at all level and create a single view of customer priorities that can be driven from the top down
Communicate effectively with senior stakeholders to create the right support for the changes prioritised and achieve agreement to appropriate investment as required
Work with the operational teams to embed customer centricity in the front line, by creating a network of allies to drive the customer agenda forward
Manage the day to day customer governance, its evolution and assessment of any compliance, reputational and control risks associated with it

Key Knowledge, Skills & Experience:

Passion for the customer
Experience of challenging and influencing senior stakeholders
Assertiveness and strong communication skills
Commercial acumen & insight
Financial Services knowledge, especially around UK Retail markets

Work Level:
Manager / Expert

Recruiter Name:
Amy Curtis

Location:
Edinburgh (flexible / hybrid working)

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent.

Regardless of gender, ethnicity,age, sexual orientation, nationality or disability we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.