Operations and Performance Manager – Home Insurance London, England
Job description
John Lewis Financial Services is a growing area of the Partnership and we want you to help us achieve our ambitious plans. Our Financial Services team is responsible for a distinct and differentiated set of Financial Services products with significantly accelerating growth which means there has never been a more exciting time to join us. You can proudly be yourself at the John Lewis Partnership and our people make us a truly inclusive place to work.
What’s the role about?
As part of the Home Insurance team you will develop, gain and be responsible for ensuring delivery of our Operational plans through effective management of our Product providers.
You will be the key interface between the Partnership and the product providers and ensure that the product providers deliver the desired customer outcomes and ensure the agreed operational plans are effectively delivered.
You will be responsible for creating accurate and timely regulatory reports, analysis and planning based on provider data which will drive performance improvement within the Home Insurance team. You will support the business with delivery of operational priorities to reduce regulatory risk associated with our products and how they are sold. You will support the business with the assessment of risk and application of proportionate controls. You will ensure the implementation of advice and guidance from the compliance teams and ensure that the business operates in line with Group policies and procedures. It will be critical to have strong stakeholder management/relationship skills in this role, working in a matrix way across teams both within Financial Services and providers. This role will be the main interface into the Provider to ensure the required outcomes are delivered and so will need strong personal relational skills and organisational / planning skills.
What will you be doing?
Work with the Providers to drive delivery of activity that supports the business objectives, whilst ensuring adherence to group policies
Be responsible for the correct implementation and application of Provider governance with specific focus on accurate and timely conduct risk reporting
Investigate and provide recommendations in relation to under-performance of conduct measures working with ecosystem stakeholders
Working with the risk and operational teams to ensure advice and guidance is interpreted and implemented in line with group risk appetite
Ensure the business controls are effective and take action to improve/close gaps where necessary
Sign off financial promotions within the remit of 1LoD
Support the business with the creation of compliant customer documentation, undertake regular reviews of approved material and ensure regulator changes are implemented
Support and where appropriate own the management of breaches and complaints and resolution focussing on root cause and control effectiveness
Providing information and support in connection with insurer audits and supporting the monitoring and closing out of key remedial actions
Ensure regulatory reporting is completed, accurate and submitted in a timely manner
Oversee escalated & FOS complaints
Manage provider relationships effectively to ensure delivery of contractual requirements and agreed operational plans
Define, prioritise, agree and drive the operational delivery road map to ensure the overall plan is delivered
What you'll have
Demonstrable experience with risk and conduct reporting ideally within Insurance
Demonstrable experience in effective internal and external stakeholder management across all levels
Proven experience in managing issues from identification to solution delivery
Proven experience in using analytical software such as Tableau, Google sheets, Excel
Understanding of the FCA handbook including but not limited to ICOBS, PROD, DISP and SYSC
Experience of Financial Promotions sign off
Experience of breach and issue management
Proven experience working with compliance and operations areas in general insurance
Experience in delivering and implementing rules successfully.
Attention to detail and accuracy
Multitask multiple priorities simultaneously
Ability to take a pragmatic approach
Self-Motivated
What else could you bring?
Experience in Project Management
Proven Management Information background
Experience of insurance policy administration systems.
You will have technical compliance.
Additional Information
The application form consists of a CV upload, followed by application questions. Please visit - https://www.jlpjobs.com/how-to-apply/journey/ to understand more about application and hiring process
Visit - https://bit.ly/JLFS-DrivenbyPurpose & https://www.johnlewisfinance.com/ to know more about our Work culture and FS offerings
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible
Internal applicants - please copy paste this link to your browser for job outline - https://bit.ly/OpsnCapAsst
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