Operations - Technical Assurance - PIB Group : Job Details

Role: Operations & Assurance OfficerSitting as part of the St Giles Operations team, the Operations and Assurance Officer is responsible for the delivery of a consistent high-quality service to our clients, fair customer outcomes and operational efficiency.The role is responsible for ensuring the business adheres to the Specialty Division and PIB Group standards to deliver a consistent high-quality service to our clients:

• Understanding and meeting our customers’ demands and needs
• Customer journeys that drive ease for customers
• Delivery of consistent fair outcomes for customers through compliant processes and well-trained people
• Oversight of Quality Assurance results and remedial actions

Along with driving excellence in customer delivery the Operations and Assurance Officer will identify and manage all risks in line with Group risk appetite in conjunction with the St Giles Leadership team.Responsibilities:

• Monitor Customer Service Delivery, Quality, Compliance and Risk in St Giles
• Identify and manage risks in conjunction with St Giles Leadership team
• Monitor agreed KPI’s and provide assurance to the St Giles Leadership team to improve productivity, identify issues, deliver fair customer outcomes and adhere to regulation
• Embed Customer Excellence processes including Best Practice Broking Processes, System User Guides and Excellent Customer Journey
• Identify Root causes of all issues affecting customers and address with training, processes and QA
• Introduce Customer Feedback measures to drive improved customer outcomes
• Monitor E&Os, breaches, Complaints, Consumer Duty, Conflicts of Interest and produce Customer and Consumer Duty Reporting for monthly Exec Board.
• Produce periodic risk and regulatory reporting as required – Monthly, Quarterly and Annual and assist with Management Information for RMAR reporting.
• To Review and improve operational delivery through innovative approach to achieve operational efficiencies
• Review and recommend strategic Target Operating Model

Experience:

• Strong strategic and customer focus with an understanding of the wider issues impacting the relevant markets.
• Able to interpret Management Information (MI) and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels and able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Able to adapt and succeed in a changing environment.
• Collaborative, focused, selfless, agile and results driven.
• Degree qualified or equivalent experience/industry related qualifications
• 5 years relevant experience within General Insurance/Broking Sector
• Knowledge of best practice for sales and service
• Regulatory knowledge - an understanding of the following from a day-to-day operational control perspective of the rules and regulations relating to retail insurance broking operation; Data Protection Act, Money laundering, Client Monies, ICOBS, Complaints, QA, Money Laundering, Treating Customers Fairly (TCF) concepts, Training and Competency frameworks and requirements, Financial Ombudsman Service (FOS);
• People management
• Well-developed report writing, verbal and written communication and presentation skills.
• Familiarity and competency using MS Office (Word, Excel, Outlook)
• Strong organisational and time management skills
• Good written and verbal communication
• Ability to influence
• Strong stakeholder management
• Attention to detail

Further informationAs well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• If supporting the local community, engaging with charities and having the opportunity to ‘give something back’ interests you, you have the opportunity to take an extra day to support this with a Volunteering Day.
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity

We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.REF-219 618