You desire impactful work.
You’re RGA ready
RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 500 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.
The Technical Service Delivery Manager role is accountable for the fully embedding Omnilife’s Customer management framework, customer strategy, operations strategy, policies, and business standards across the business.
The role holder will be responsible for providing the business with subject matter expertise, training and guidance and play a vital role in developing and embedding an outcome focused learning and continuous improvement culture across the Omnilife operations team.
Responsibilities
The Technical Service Delivery Manager will ensure that Omnilife delivers on its customer promises and operates efficiently, whilst also protecting the integrity and effectiveness of Omnilife’s Operational Risk and Control environment.
Service Technical Delivery
1. Provide subject matter expertise, deliver training, coaching and guidance on areas such as:
2. Omnilife’s current and future products, their regulatory framework, policy terms and conditions
3. Customer service operations and communications expectations and best practices
4. Conduct risk, foreseeable harm, and good Customer outcomes as relevant for the Omnilife business
5. Product governance as relevant for Omnilife’s predominantly closed book business
6. Operational and regulatory change relevant to Omnilife’s business and business model.
7. Customer, product, and service data analysis which provides a clear frame for customer service standards and product requirements. Embed the use of such data in risk-based decision making.
8. Embed key service principles into practices through the ongoing development, assessment, and use of Operational & Conduct risk appetite, tolerances, frameworks, and business standards.
Service & Outcome Assurance Delivery
1. Promote achievement of good business & customer outcomes, and a continuous improvement culture through clear, concise, and unambiguous documentation and articulation of expectations.
2. Deliver operational risk management, control assessments and first-line risk and control assurance that Omnilife’s customer strategy, standards and practices are met, remain relevant and comply with the Company’s policy, as well as legal and regulatory obligations.
3. Manage, monitor, and use appropriate data to understand and communicate business & customer outcome, conduct and operational risks in areas such as resilience, vulnerability, service, and service adaptations.
4. Keep abreast of latest operational, regulatory and industry best practice developments, and customer feedback (including complaint trend analysis). Use this knowledge to examine potential threats, opportunities and to continue to challenge, inform and report on the effectiveness and efficiency of our services.
5. Provide ‘horizon scanning’ reports, assurance reports, risk and control assessments and improvement recommendations. Ensure that information provided is accurate and suitable for the audience needs and effective decision-making.
6. Handle internal / external reviews or audits.
Deal Readiness & Change
1. Develop and embed Omnilife’s Deal Readiness Framework, with a clear focus on the Operational and Customer considerations.
2. Lead the development of effective standards, documents, methodologies, and playbooks to complete timely and product, customer, and services due diligence for potential new deals.
3. Lead the development of effective standards, documents, control systems, procedures, and methodologies to efficiently on-board further books of business.
4. Deliver clear, concise, and unambiguous operational change analysis, in particular for regulatory change. Apply technical and business knowledge to communicate change requirements, the practical implications for the business and plans necessary for its implementation.
Communications
Own the service provider relationship for Omnilife website and any press release materials (e.g., RGA marketing), and ensure that content is relevant and fit-for-purpose.
Experience Requirements
1. CII qualification (or similar): CF1: UK Financial services, Regulation and Ethics; FA1: Life Office Administration; FA2: Pensions Administration
2. Significant Financial services operational experience and a strong working knowledge of UK legal and regulatory requirements for Omnilife’s core product lines
3. Proven ability to take full responsibility for the delivery of core components of business and operational strategy.
4. Demonstrable experience of embedding efficient administration standards and practices (particularly annuity business)
5. Experience in leading and being the catalyst for continuous improvement and developing innovative and efficient solutions to problems.
6. Proven ability to produce clear, concise, and unambiguous documentation / presentations to customers, both senior and more junior internal stakeholders, and external stakeholders.
What you can expect from RGA:
1. Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
2. Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
3. Join the bright and creative minds of RGA, and experience vast, endless career potential.
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