We have an exciting opportunity for a Operational & Technical Controls Manager to join our team in Birmingham.

The role holder will deliver a robust operational and technical control environment that brings consistency and fairness to L&G’s decision making, ensures adherence to L&G’s processes, policies, standards & regulatory requirements and identifies continuous improvement opportunities that will provide an outstanding level of customer service.

The role holder will ensure that all FOS and high profile/media/PR related customer complaints are effectively managed and resolved in accordance with L&Gs complaint handling principles, regulatory frameworks and fulfil our responsibilities for meeting customer outcomes and our own standards of customer experience. 

Principal Accountabilities:

• Deliver an effective and improved robust claims control environment that brings consistency and fairness to L&G’s decision making, ensuring adherence to L&G’s processes, policies, standards and regulatory requirements. 
• Deliver an effective and robust monitoring framework that includes closed file reviews, risk based sampling, supply chain file audits, and declinature reporting.  Work together with operational teams, customer complaints team, underwriting and product teams to identify opportunities for continuous improvement.  Identify, influence and deliver solutions for any issues identified.
• Design and maintain claims best practice, philosophies and standards, utilising monitoring outcomes, customer insight, market knowledge and industry benchmarking to identify opportunities for improvement.  Work together with the Technical and Major Loss Claims Manager and GI Ops Implementation and Service Development Manager to deliver improvements and obtain expert review / sign off approval. 
• Chair the monthly GI Management FOS Review meetings, ensuring key FOS learns, RCA trends and horizon risks are reviewed and insight utilised to drive continuous improvement and that action is taken where necessary. 
• Provide complaint management expertise by demonstrating a thorough understanding of all complaints governance, underlying philosophies and demonstrating passion for customer outcomes.  Develop improvements to the operational processes of complaint handling using customer feedback, league tables and by comparison to other companies, taking ownership of improvements that will benefit our customers and enhance L&G's reputation.  Regularly review and monitor adherence to our complaint handling processes, ensuring they continue to meet FCA regulations and L&G’s Treating Customers Fairly Policy.
• Effectively manage stakeholders, collaborate and represent GI Operational Control at various meetings and forums including the Claims & Underwriting Committee, Declinatures Forum and Making Customers Life Better Forum as required.
• Lead, manage, motivate and develop employees at all levels in a manner that is consistent with the company's policies and procedures including the Partnership Agreement, to maximise their potential, their engagement and their contribution to the business.  Ensure the correct management of issues by accurately identifying key risks and taking action when required through the use of OneSumX.  Monitor and control the budget, ensuring expenditure is in line with plan.
• Ensure that appropriate leadership is provided and that processes, systems and controls are in place in order that risks and issues are identified and escalated in the intermediated division, to ensure that customers are treated fairly in line with L&G’s Treating Customers Fairly Policy.

Qualifications: 

Accredited with industry related qualifications:  CII qualified or equivalent

Knowledge:

Specific Experience

• Experience of undertaking analysis, recommending and delivering action that balances the needs of customers, compliance and overall cost.
• Knowledge of financial services and product sets.
• Complaint Handling Experience with a good understanding of FCA and FOS requirements.
• Experience of line management and managing the delivery of projects across locations, using own and virtual teams.
• Knowledge and experience of risk management.

Regulatory Responsibility

• The role is not regulated by the FCA, and the jobholder is not an Approved Person.

Technical Knowledge:

Product & Processes

• Complete understanding of L&G’s claims and reserving policies, regulatory and legislative practices, case law and protocol and good understanding of L&G’s underwriting policy and best practice.
• Good understanding of L&G’s current and legacy product range including back book purchases now administered by L&G.
• Knowledge of the end-to-end process for service, claims and sales.
• Knowledge of risk management, breach reporting and audit procedures.
• Knowledge of L&G Risk Framework and escalation processes.
• Awareness of proposed changes to L&G’s business including new products, processes or systems.

Systems

• User of Complaints management databases
• User of Risk Management database to record controls, issues and risk events
• Detailed knowledge of Microsoft Word, Excel and PowerPoint and the ability to use them to communicate information effectively through data analysis, written reports and graphs.
• Knowledge of relevant systems underlying business processes

Organisation (structures and policies)

• Good knowledge of the Insurance Business Structure and the key functions and contacts in each team.
• Good knowledge of the main business areas across L&G and key points of contact in other Complaints and Technical teams.
• Awareness of the CPMF change and PLM product governance frameworks and how they are applied

External (industry and regulatory knowledge)

• Detailed knowledge of the principles of insurance including insurable interest, indemnity, contribution, ex-gratia, subrogation and the rules of policy construction and contract law.
• Understanding of L&G strategy and brand, distribution channels, stakeholders, and the activities of our key competitors
• Awareness of regulations, e.g. FCA /  PRA Handbook, HMRC rules
• Depth of knowledge (from internal or external experience) to be able to recognise, compare and share best practice.

Skills:

• Extensive internal and external stakeholder management experience to a senior level.
• Presentation experience and ability to lead senior steering group committees.
• Proven experience of implementing control and monitoring frameworks.
• Complaints management expertise.
• Proven leadership experience
• Outstanding communication skills, written and verbal with the ability to build strong relationships.
• Good organisational skills with the ability to channel and interpret information to maximum effect.
• Self-driven and motivated.
• Capable of working under pressure and to tight deadlines.
• Experience in team facilitation, meetings, workshops etc.
• Ability to manage and co-ordinate others to deliver change and improvements.
• Ability to make informed decisions.
• Experience of managing business risk and commercial goals.
• Continual improvement focus and implementation skills.
• Customer experience understanding.
• Team motivation across multiple sites, people development and driving engagement.
• Resource planning and working to meet service levels.
• Budget management.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information, please contact Christine.Mitchell@landg.com