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Customer Outcomes Manager - Unsecured Lending
Location - Homeworking or reporting to one of our three office locations on a hybrid basis
Welcome to Hastings Direct
We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.
Hastings Direct is no longer just an insurance provider, we also have a dedicated Unsecured Lending Business. We have a competitive product on market-leading systems offering customers guaranteed eligibility and real rates through Price Comparison Websites (PCWs). The Lending Business is growing rapidly and as part of that expansion, we are seeking an experienced Compliance professional to join the team.
Job Details
* As a Customer Outcomes Manager, your primary responsibility will be to manage and enhance the product governance framework in line with the expectations of the appropriate FCA Regulations and Consumer Duty requirements.
* You will also be responsible for defining the approach and methodology for Target Market & Fair Value assessments.
* You will have the opportunity to use a data led approach to demonstrating customer outcomes including vulnerable customers, continuously developing the use of data and reporting.
* You will take the lead on the delivery of papers and data dashboards for regular senior management governance committees, attestations and annual Consumer Duty board reporting.
* You will also be there to provide advice and guidance in relation to the regulatory environment we operate in and a good understanding of content within the FCA Handbook with the ability to translate these rules for a consumer lending business.
Skills we would love you to have
* First and foremost we are seeking an individual who has a detailed knowledge and proven understanding of the UK financial regulatory environment, including but not limited to, PROD & CONC Handbook and Consumer Duty.
* It is important to us that you are analytical by nature, having the ability to translate complex insights into actionable outputs.
* We would like to see evidence of strong stakeholder management skills with the ability to influence and communicate confidently.
* We ideally would like someone who has a real customer focused attitude with experience working in the financial services or consumer lending.
* We are seeking someone who is highly adaptable but with a big focus on the delivery side of things.
What we offer
Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Reward
Salary – Attractive salary based on experience (pay reviews also completed each year)
Flexible Working – We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings’ performance against our business goals and your own personal performance.
Physical Wellbeing – We like to help our colleagues take a proactive approach in keeping themselves well, that’s why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
Financial Wellbeing – As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes – discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot be scheduled, that’s why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs.
There's more! – 25 days annual leave + bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.
At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, or throughout your journey with us at Hastings, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.
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