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Customer Operations Oversight Manager, Omnilife
3 months ago
The Customer Operations & Oversight Manager role will support the COO in executing the Omnilife business and customer strategies. The role holder will ensure that services deliver both business and customer outcomes and operate efficiently, whilst also protecting the integrity and effectiveness of Omnilife's Operational Risk and Control environment.
The Customer Operations & Oversight Manager will play a vital role in ensuring that services provided to the Omnilife business, and its customers are delivered seamlessly, and drive the expected outcomes. This is a varied hands-on role which acts as an intermediary between senior managers and more junior operational staff in the execution of Omnilife's operational plans. The role-holder will oversee and manage service delivery activities both within the business and its outsourced service providers (OSP) to ensure consistent delivery in an effective and cost-efficient manner.
The Customer Operations & Oversight Operations Manager job embraces administrative, oversight and technical aspects and is best suited to someone who is passionate about delivering good customer and business outcomes.
The role provides a good opportunity to someone who wants to continue to develop their leadership skills in an ambitious and dynamic business.
As this is a certified role, experience of managing customer operations and applying knowledge of pensions and annuities is crucial.
ResponsibilitiesThe Customer Operations & Oversight Manager is responsible for making sure that services provided to the Omnilife business, and its customers are delivered seamlessly and meet, or exceed, expected outcomes.
The role-holder is expected to embed Omnilife's customer and operations strategies and culture. In doing so, they will ensure that customer interests and good outcomes are a core part of their DNA and speak out when good outcomes aren't being achieved.
Service Management (Internal & OSP)
- Fully understand the expected standards and practices required to ensure that all of Omnilife's current and future product lines are administered properly and in compliance with the Company's policy, as well as legal and regulatory obligations.
- Document and maintain effective control systems, procedures, and methodologies to manage the in-house and outsourced services for all of Omnilife's current and future product lines and ensure that they deliver the expected service outcomes.
- Ensure that customer complaints and operational incidents are fully investigated and resolved effectively and in accordance with Omnilife's customer strategy and expected outcomes.
Service Oversight and Quality Management
- Document and maintain effective control systems, procedures, and methodologies to oversee and audit outsourced services (including intra-group services) and ensure that they deliver the expected service outcomes.
- Prepare service reports, risk and control assessments and improvement recommendations.
- Perform regular and ad hoc monitoring and corroboration of business activities, including as required conducting on-site audits / reviews of outsourced service providers. Prepare management reports on review results, risk and control assessments and improvement recommendations.
- Conduct regular transaction and workflow monitoring to identify possible compliance/operational risks and provide recommendations to enhance control weaknesses.
- Perform self-assessment, gap analysis against internal and/or regulatory requirementsInvestigate root causes of operational incidents and customer complaints. Support and monitor the implementation of resulting action plans.
- Provide regular and ad hoc service reporting, ensuring that information provided is accurate and suitable for the audience needs and effective decision-making.
Business Improvement & Change Management
- Document and maintain effective control systems, procedures, and methodologies to prioritise and manage business improvement activities.
- In support of Omnilife's business strategy, document and maintain effective methodologies and playbooks to ensure the timely and robust due diligence is completed for potential new deals.
- Document and maintain effective control systems, procedures, and methodologies to efficiently on-board further books of business in line with Omnilife's business strategy.
- Keep abreast of latest operational, regulatory and industry best practice developments. Use this knowledge to continue to challenge and inform the effectiveness and efficiency of our services.
Team Management
Lead, direct, develop and provide coaching to staff, including:
- Manage the team on a day-to-day basis, set clear team goals and standards, delegate tasks, and set deadlines
- Oversee day-to-day operation. Monitor, feedback and develop team performance
- Motivate team members, identify training needs, and provide coaching
- Listen to team members' feedback and resolve any issues or conflicts
- Recognise high performance and reward accomplishments
- Encourage creativity, growth and risk-taking
- Identify appropriate succession planning for all members of the team
Experience Requirements:
- Demonstrable experience of delivering good service outcomes through oversight of third-party service providers
- Significant experience of operational and team management within Financial Services and for Omnilife's core product lines
- A solid understanding of administration standards and practices required for Omnilife's current product lines (particularly annuity business)
- A working knowledge of UK legal and regulatory requirements
- Attain CII Life and Pensions Certificate (CERT CII qualification), or equivalent within 18 months of taking on the role, covering at least one of the modules from each of the following section
- The candidate must be able to demonstrate that they have a track record in delivering good service outcomes and that they are experienced in delivering this through a combination of internal and third-party service providers.
- As this is a certified role, experience of managing customer operations and applying knowledge of pensions and annuities is crucial.
RGA's Commitment to Diversity, Equity, and Inclusion
RGA Aims to evolve RGA workplaces and the communities in which RGA has a presence, into more diverse, equitable and inclusive environments. We will create a culture where individuals are valued, feel a sense of belonging, and are respected for their differences – a workplace where all employees are encouraged and supported to reach their full potential.
Our individual, social, economic, and cultural identities shape and influence our experiences and perspectives. Therefore, to do our best work RGA will ensure diversity in our workforce across the various dimensions of social, interpersonal, and cultural identity -- and by practicing inclusivity in how we work with one another. Inclusion in our workplace is a step towards our purpose of making financial protection accessible to all .
Flexible Working
We support hybrid and flexible ways of working and would welcome a discussion on how we can balance what is important to you with business requirements during the recruitment process.
What can RGA offer you?
- Financial support with reference to Qualifications and Learning and Development Courses.
- Pension Package.
- Private Medical Insurance
- Life Assurance.
- Group Income Protection.
Company Overview
Reinsurance Group of America is one of the largest global life and health reinsurance companies in the world. With operations in 26 countries, we are the only global reinsurance company to focus primarily on life and health related reinsurance solutions.
Our core products and services include life reinsurance, living benefits reinsurance, group reinsurance, health reinsurance, financial solutions, facultative underwriting, and product development.
RGA has approximately $3.4 trillion of life reinsurance in force, assets of $84.9 billion, and a singular purpose: to make financial protection accessible to all.
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