Customer Service Oversight Manager

Job Description Summary

Job Description

Customer Services Oversight Manager

Full Time - Permanent

Edinburgh

Closing Date For Applications 7th Sept 2024

Our people are our greatest asset, and we want Aegon to be a place where they can bring their authentic self to work and do all they can to deliver on our strategic promises to our customers.  

The CS Oversight area is the first line defence team (1LOD), responsible for carrying out oversight of our outsourced partners and their management and servicing of Aegon’s outsourced customer service agreements. Additionally, this team will provide support services to corporate workplace clients.

The Customer Services Oversight Manager assists the Head of Customer Services Oversight to identify, manage and control quality and first line operational risk and customer experience delivered by the outsourcer. They will ensure that the outsourcer delivers a high quality and leading-edge customer service proposition. This includes the oversight of the management of business risk, market presence, customer satisfaction, customer experience, and retention levels. They will also :

• Consolidate reporting for Assurance activity working with the Reporting Analyst for submission to the appropriate AUK/Joint Governance Committees

• Maintain the AUK 1LOD Oversight Framework and planning the programme of assurance activity across Front Office, Back Office, Regulations, MI, Risk & Control

• Consider first line risk exposure and provide insight into the design and specification of service improvement initiatives.

Key Accountabilities:

• 1st Line Risk Management: Quality, Oversight, Analysis & Production of Results

  • Leads monitoring and oversight of the management, measurement and control of service delivery by Supplier to ensure that it achieves agreed KPIs and business plans, ensuring maximum effectiveness and efficiency and ensuring that they are working within regulatory and compliance constraints.

  • Identifying and addressing any current or emerging risks to the AUK business

  • Contribute to AUK 1LOD governance reports to ensure visibility of quality and1st line oversight issues and escalate concerns to AUK2LOD

  • Positively influence Supplier management to complete agreed actions within timescales so that weaknesses are addressed.

• Control Framework Oversight

  • Oversee the resolution and management of risk events by Supplier1LOD to reduce exposure to regulatory risk.

  • Risk event oversight to include but not limited to: Risk Incidents, Breaches, Internal Audit, Compliance Monitoring and SOx Actions

  • Positively influence Supplier management to complete agreed Risk Event actions within timescales so that risk event actions are addressed.

  • Attend joint governance forums on Risk Events where appropriate

• Oversight Framework

  •  Support and champion the SUPPLIER Oversight Framework as part of the SUPPLIER Retained team taking ownership for the delivery of effective oversight of Supplier as required.

  • Be involved in specific initiatives by Supplier, in particular where these are driven by regulatory risk changes and impact on 1st line operational risk.

  • Work with the SUPPLIER Leadership team, consider change driven by strategic programmes to ensure that 1st line controls in Supplier are effective, embedded and appropriate.

• Relationship Management

  • Champion, promote and lead a commitment to the AEGON Future Fit within SUPPLIER Retained TOM and Supplier – Acting as One, Customer Centricity and Agility

• Control Framework Oversight

  • Oversee the resolution and management of risk events by Supplier1LOD to reduce exposure to regulatory risk.

  • Risk event oversight to include but not limited to: Risk Incidents, Breaches, Internal Audit, Compliance Monitoring and SOx Actions

  • Positively influence Supplier management to complete agreed Risk Event actions within timescales so that risk event actions are addressed.

  • Attend joint governance forums on Risk Events where appropriate

• Oversight Framework

  •  Support and champion the SUPPLIER Oversight Framework as part of the SUPPLIER Retained team taking ownership for the delivery of effective oversight of Supplier as required.

  • Be involved in specific initiatives by Supplier, in particular where these are driven by regulatory risk changes and impact on 1st line operational risk.

  • Work with the SUPPLIER Leadership team, consider change driven by strategic programmes to ensure that 1st line controls in Supplier are effective, embedded and appropriate.

• Relationship Management

  • Champion, promote and lead a commitment to the AEGON Future Fit within SUPPLIER Retained TOM and Supplier – Acting as One, Customer Centricity and Agility

Necessary Experience:

• Operational risk management across the range of Operational disciplines

• Some expertise in legislation and regulatory rules framework

• Excellent data analysis skills, able to apply this to identify appropriate solutions

• Excellent communication skills at a senior and operational management level

• Experience working in a collaborative manner developing and maintaining influential relationships with senior stakeholders

• Traditional product knowledge is preferred

Apply now with your most up to date CV, the closing date for this role is 7th September 2024.

The legal bits

• We’ll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.

• We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their age, disability, race, religion/belief, gender, sexual orientation, or gender identity.