Annuity Customer Outcomes Manager

We’re currently recruiting for an Annuity Customer Outcomes Manager to join our Client Services team in Retirement Solutions.   This is an exciting opportunity to bring your own experience, ways of working and knowledge – we want to hear from you if you love to provide objective views, challenge how we can make things simpler for our customers and deliver consistency in how we support our customers across suppliers.

Job Type: Permanent

Location and flexible working: London, Edinburgh or Birmingham. We recognise the benefits of flexible working and will discuss what is important to you and balancing this with business requirements during the recruitment process.

Flexible working: All our roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here

Salary and benefits: £43,200 - £60,000 depending on experience plus bonus 16% - 32% private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more!

Who are we?

We want to be the best place that any of our 6,600 colleagues have ever worked.

We’re the UK’s largest long-term savings and retirement business. We offer a range of products across our market-leading brands, Standard Life, SunLife, Phoenix Life and ReAssure. Around 1 in 5 people in the UK has a pension with us. We’re a FTSE 100 organisation that is tackling key issues such as transitioning our portfolio to net zero by 2050, and we’re not done.

The Role

The successful candidate will be required to lead a small team to improve customer outcomes for Annuity customers by using their experience and passion to drive excellent service from our internal and external suppliers.

Working within a fantastic, growing and friendly risk and oversight team across our Edinburgh and London locations, you will lead oversight of customer outcomes for Annuity customers.

Key responsibilities:

• Own Client Services Oversight Framework and Processes
• Lead and develop a team of Oversight Analysts, ensuring the team ethos is passed down to all new joiners
• Chair oversight forums, ensuring the aims and objectives of each session are always met
• Working in a fast-paced environment you will need to provide effective and accurate analysis to produce management information to enable and support the oversight of Annuity performance
• Perform effective analysis of Phoenix’s internal and outsourced administrator’s data, ensuring that appropriate quality assurance procedures are adopted, and service levels monitored
• Support the development and collation of management information that enables senior management to effectively monitor service delivery and identify key risk indicators as the processes evolve to continually meet client demands and aligning with our Consumer Duty deliverables
• Identify areas of improvement, in order for the Oversight function to support the development of the Annuity Operating Model

What are we looking for?

• Recent Annuity Product knowledge (specifically Individual annuities)
• Proven experience in team management and development within a financial services environment
• Evidenced experience of automating processes
• Demonstrated ability of performing effective analysis (preferably annuity data), identifying key risk indicators, areas of improvements for senior management
• Working knowledge of Consumer Duty

We want to hire the whole version of you.

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Find out more about #LifeAtPhoenix

• Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates
• Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us

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