Customer Outcomes Transformation Manager

🕒 il y a 8 jours

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Configurer une alerte email pour les nouveaux emplois

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

Nucleus Financial

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2006

💸 Finance

💳 Fintech

☁️ SaaS

Finance • Fintech • SaaS

Nucleus Financial est l'un des principaux groupes indépendants du Royaume-Uni pour les plateformes d'investissement, les produits et les logiciels wealthtech, et le seul grand groupe à proposer une gamme complète de solutions de plateformes personnalisées pour répondre aux besoins évolutifs des cabinets de conseil et de gestion d'investissement de toutes tailles, ainsi que de leurs clients. Ils offrent des plateformes destinées aux conseillers et aux clients (Nucleus Platform), une plateforme de conseil axée sur la retraite alliant technologie et expertise en matière de retraite, une plateforme enveloppante (Nucleus Wrap), des SIPPs via James Hay et Curtis Banks, des solutions d'entreprise (Third Financial) et des services wealthtech (Dunstan Thomas). Le groupe gère 110 milliards de livres sterling d'actifs sous administration, sert 251 000 clients et environ 5 200 cabinets de conseil. Le siège social est à Salisbury, au Royaume-Uni. Ils fournissent des capacités numériques, des intégrations de back-office, des informations réglementaires et légales, et la réservation de BDM pour des démonstrations. L'entreprise se concentre sur les solutions de gestion de la retraite et de patrimoine pour les conseillers et les clients au Royaume-Uni.

Description

• Own the activity within the Customer Outcomes area to optimise our core assessment and reporting processes • Complete annual scheduling exercise and oversee completion of Product & Service and Fair Value Assessments • Develop a process improvement strategy for Customer Outcomes and agree scope, manage and deliver transformation and improvement activities • Highlight areas of waste and failure demand and lead improvement activity • Ensure process improvement maintains a focus on delivering good customer outcomes and improving the overall customer journey • Work with teams across the business to utilise existing technology, reports and frameworks to support Customer Outcomes • Develop and deliver solutions to fix identified gaps in data such as robust outcome reporting linked to target market aims • Manage and oversee complex deliveries for the area that do not have official Change resource • Complete planning and capacity activity for the area • Ensure robust escalation processes are embedded • Implement strategies to avoid causing foreseeable customer harms • Evaluate the effectiveness of the monitoring suite and assist in the design and operation of new or revised controls

🎯 Exigences

• Strong quality improvement knowledge and understanding of industry best practice (ideally with relevant qualifications in six sigma, lean or systems thinking disciplines) • A strong track record of implementing sensible, usable and effective business and customer journey improvements in financial services • Project planning and experience of Change Delivery within financial services • Excellent facilitation and stakeholder management skills • Knowledge of Nucleus product propositions • Knowledge of Consumer Duty and how it affects Nucleus’ propositions • Knowledge of Nucleus entity Operational processes and systems • Ability to identify new and emerging trends and articulate potential poor customer outcomes • Proven track record of operating within a regulated environment, preferably financial services • Experience supporting transformation and change programmes • Sound understanding of technology and data processing within platform‑based financial services • Ability to simplify complex concepts into clear, compelling messages • High levels of credibility, resilience and personal impact • Collaborative team player who role‑models organisational values • Strong commitment to continuous learning and improvement

🏖️ Avantages

• non-contributory pension • bonus • enhanced parental leave • paid time off for emergencies • health and wellbeing initiatives • flexible working options