Senior Customer Outcomes Manager

3 weeks ago


OldburyonSevern, South Gloucestershire, United Kingdom The AA Full time

Job Title: Senior Customer Outcomes Manager

Job Summary:

We are seeking a highly skilled Senior Customer Outcomes Manager to lead our quality assurance, risk management, and product governance efforts across all Group entities. As a key member of our team, you will champion the strategy for delivering excellent customer outcomes across our product portfolio and manage the reporting of customer-related incidents, risks, compliance, and audit recommendations.

Key Responsibilities:

  • Manage the AAISL Consumer Duty Dashboard and ensure best-in-class conduct risk management across our governance framework.
  • Oversee the Customer Operations Risk Register, supporting the MD of Customer Operations in effectively managing risk and control responsibilities.
  • Ensure consistent delivery of good customer outcomes through end-to-end quality assurance policies, practices, and procedures across the Group's operations.
  • Chair and coordinate product governance forums, overseeing product governance and fair value assessments across our network of products and services.

Requirements:

  • In-depth knowledge of FCA guidelines and experience working within a regulatory environment.
  • Ability to identify key risks, issues, and opportunities within data and use insights to drive proactive change.

What We Offer:

  • 25 days annual leave plus bank holidays + holiday buying scheme
  • Worksave pension scheme with up to 7% employer contribution
  • Free AA breakdown membership from Day 1 plus 50% discount for family and friends
  • Discounts on AA products including car and home insurance
  • Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
  • Company funded life assurance
  • Diverse learning and development opportunities to support you to progress in your career
  • Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family


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