Direct to Customer Manager

Standard Life ,
Edinburgh, City of Edinburgh
More Details
Job Type: Full-time
Salary: £40,000 per annum

Overview

Have you got experience managing a team within a Financial Services environment? Do you have a passion for improving customer outcomes and experience, engaging colleagues, and managing risk whilst driving value? Due to an internal promotion we currently have an exciting opportunity for an experienced Direct to Customer Manager to join our Telephony Guidance team. Our aim is to be there for our customers when they are planning for their future, providing guidance, support and expertise. We aim to make the complex simple and adjust our approach to provide a personal experience focusing on great customer outcomes . The Role Working within a customer-centric and outcome-focused telephony environment, you will be leading a team providing non-advised guidance regarding pensions and retirement products. Utilising your technical expertise and strong leadership skills you will inspire confidence in our colleague and customer’s future. Your role is to lead and develop a team to drive improved customer experience, advocacy and satisfaction underpinned by a robust risk, training and competence framework. This will include: Coaching and supporting Consultants to put the customer first and deliver fair customer outcomes, under the Regulatory and Conduct Risk framework, ensuring best practice is followed at all times. Acting as an overseer to review and support the competence of each consultant in line with the Training & Competence Framework, Motivating and leading your team to retain customers and assets through the delivery of a great customer experience, getting it right first time and delivering on our promises. Engage and create a high performing team by communicating openly, being authentic, and building a culture of collaboration in which the team embrace the evolving environment. Maximise team operational performance and efficiency by planning effectively, and managing team behaviours in accordance with operational plans. Support the senior leadership team to deliver our strategy; being actively involved in key initiatives across the group and bringing your team on the journey. Working across the business building relationships with key stakeholders to drive retention and growth and enhance the customer experience. Demonstrating visible leadership to motivate and engage staff to achieve the business objectives and results whilst ensuring best practice is followed, and best practice ideas shared across the business. Adhering to regulatory, legislative and business requirements using the Risk and People Management Framework to manage risk to investors and the company’s reputation. WHAT WE ARE LOOKING FOR Essential Robust background in team management and development within a financial services environment, ideally pensions and savings. A proven track record of successfully coaching, motivating, leading and developing a team in a risk adverse environment to meet business objectives.Ability and desire to have challenging conversations and motivating individuals / teams to achieve their goals whilst benefiting the business. Expert knowledge and experience of regulatory and legislative requirements regarding pension and retirement propositions. Strong stakeholder management and proven success in developing both strong external and internal relationships. Demonstrate outstanding organisational skills with ability to manage to resource. Commercial approach with outstanding organisational skills and the ability to manage resource to deliver results, whilst ensuring continued service excellence Ability to provide adequate oversight of team in line with the Training and Competence Framework Ability to articulate and demonstrate "What Good Looks Like" through practical application and best practise whilst ensuring there is no ambiguity of the accountability and responsibility of all our Colleague Desirable FA2, along with RO1, RO4, and LP2 (must achieve these within 2 years of starting in the role) ADDITIONAL DETAILS Salary: 40k - 50k GBP depending on experience Benefits: 12% Non Contributory Pension (matched up to a further 4%), Life, Assurance, Private Medical Care, Funded Industry Qualifications, Annual Incentive Bonus WORKING FOR THE PHOENIX GROUP Bring your skills and dedication to our industry leading pensions and savings business - now part of the Phoenix Group - and you can look forward to a great career with us: we’ll recognise your efforts, support your development and help to drive your ambitions. We’ll make sure you’re rewarded for your contribution, with a package that includes an attractive pension, annual bonus potential, and a range of financial services benefits. SMCR This role is covered by the Senior Managers & Certification Regime (SM&CR) as a Certified role. Therefore this role is subject to annual certification by The Phoenix Group, as well as regulatory compliance standards. Anybody performing this role will be subject to: PRA Individual Conduct Standards FCA Senior Individual Conduct Rules Further information on the Senior Managers & Certification Regime can be found on the FCA website. KEY COMPETENCIES Customer At The Heart Leading / Managing People Communication Skills Managing Risk Deliver Results Embraces Change Market & Industry Knowledge We value diversity in our workforce and welcome enquires from everyone.

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