Customer Outcomes Specialist

1 month ago

London, Greater London, United Kingdom Starr Insurance Companies Full time
Job Title: Customer Outcomes Specialist

Starr Insurance Companies is a leading insurance and investment organization, providing commercial property and casualty insurance, including travel and accident coverage, to almost every imaginable business and industry in virtually every part of the world.

We are seeking a highly skilled Customer Outcomes Specialist to join our team. As a key member of our Conduct and Compliance team, you will be responsible for ensuring the continued enhancement and implementation of the Customer Outcomes Framework.

Key Responsibilities:
  • Act as the Conduct SME providing conduct advice and guidance to Starr entities.
  • Ensure the continued enhancement and implementation of the Customer Outcomes Framework.
  • Co-ordinate and prepare the completion of Customer Outcomes and Conduct Risk MI packs for submission at the Delegated Authority Operations Group.
  • Maintain Customer Outcome and Conduct Risk KRI's.
  • Identify, set and maintain Customer Outcomes risk controls across Starr entities.
  • Develop & maintain appropriate oversight through analysis of Customer Outcomes information for both the wider company and areas of the business with heightened Conduct Risk.
  • Carry out monitoring and oversight of conduct exposed delegated authority arrangements.
  • Provide conduct related training and communications to the business as required.
Requirements:
  • Conduct, product governance and complaint handling experience required;
  • Strong understanding and practical application experience of FCA ICOBS, PROD and DISP rules;
  • Experience of interpreting and applying regulatory rules to practical scenarios and helping to devise compliant, commercially acceptable solutions;
  • Strong experience of implementing and driving processes to achieve desired outcomes;
  • Experience of delegated authority business and an understanding of the Lloyd's market an advantage;
  • Experience with managing conduct and complaint related regulatory returns an advantage.
Skills:
  • Excellent communication skills both written and oral;
  • Strong interpersonal skills;
  • Excellent planning and organisational skills;
  • Conscientious and attention to detail;
  • Professional business writing and presentation skills;
  • Judgement and decision making;
  • Ability to act with due professional care, demonstrating sound integrity and confidentiality; and
  • Analytical thinking – explores and understands trends, opportunities and risks that could affect the business.
Systems & I.T:
  • MS Office - Excel, Word, PowerPoint, and Outlook; and
  • Adaptability of working with various business and reporting tools

Starr is an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and we're committed to creating an inclusive environment for all employees. We offer first class training and development opportunities to all employees. Our aim is to grow our own talent and bring out the best in people.

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