Commercial Lead

3 weeks ago

Bristol, United Kingdom Canada Life Group (UK) Ltd (The) Full time

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.
Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.
To lead, motivate and develop an effective team to deliver a quality and efficient customer service to agreed productivity and quality levels.
• Work directly with team members to ensure the process is being followed so that payments are made for liabilities described in the Policy terms and Conditions And that outstanding customer service is delivered to key corporate clients and the members of Protection policies
Prepare and use data to ensure sound Operational service Management. Working with other teams within the Department to ensure overall consistency of service by being flexible & innovative in the use of resource to meet the overall plan.
Create a high performing multi skilled team through fair, open communication that helps recognises our most talented people and creates high engagement and development opportunity as well as providing clear performance management where improvement is required.
Continuously developing data and Mi to create a culture of continuous improvement. Where data helps people improve their performance as well enabling us to improve the customer experience and efficiency of our processes.
Ensure team activity corresponds with Risk, Compliance and Legal guidelines and through audit trails reflects the highest levels of integrity required in a claims/underwriting environment
Handle Personal Sensitive information in line with company procedure and ensure the higher risks associated to medical information is carefully managed when liaising with multiple parties
Investigate and resolve complaints and queries, in line with the divisional & regulatory complaint procedures. Able to identify the cause of the complaint, work to improve the process whilst balancing the needs of the Customer, the Company and the Regulator
Some knowledge of protection products of working with policy conditions
Operational or Customer service management including service SLAs
Risk and Control management
Knowledge of Data Protection and handling personal sensitive information
Resource Management to identify areas in most need of attention
People Management to drive best results for business
Working in Protection claims/underwriting environment or a customer focussed role
Working in high regulatory conditions
Oversight of quality sampling and other key controls associated to claims and underwriting
Team communication and upwards communication to senior management
Complaint handling, preferably in a FCA regulated environment
We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.
We care about doing the right thing for our people, customers and community and helping others to build better futures. We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.
Diversity and inclusion
Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for.

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