You desire impactful work.
YoureRGA ready
RGA is a purpose-driven organization working to solve todays challenges through innovation and collaboration. A Fortune 500 Company and listed among its Worlds Most Admired Companies, were 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.
This role is crucial for ensuring Omnilife consistently delivers excellent customer service and operates smoothly, while also maintaining strong risk management. Youll be responsible for making sure our customer service approach, strategies, and standards are fully implemented across the company.
Youll act as a key expert, providing training and guidance to the team, and fostering a culture of continuous improvement focused on achieving positive customer outcomes.
Responsibilities:
Service Delivery Expertise:
1. Provide expert knowledge, training, and guidance on:
* Omnilifes products, their rules, and customer terms.
* Best practices for customer service and communication.
* Managing risks and ensuring good customer outcomes.
* Product oversight, especially for our existing products.
* Changes in regulations and operations that impact our business.
* Analyzing customer, product, and service data to improve service standards and product requirements. Use this data to make informed, risk-based decisions.
* Integrate key service principles into daily practices by developing, assessing, and using risk management frameworks and business standards.
Service and Outcome Assurance:
* Promote positive customer experiences and a culture of improvement through clear communication.
* Conduct risk assessments and ensure our customer service strategies and practices meet company policies and legal requirements.
* Use data to monitor and communicate business and customer risks, including service reliability and customer vulnerability.
* Stay updated on industry best practices and customer feedback to identify opportunities for improvement.
* Provide reports, risk assessments, and recommendations for improvement, ensuring information is clear and useful for decision-making.
* Manage internal and external reviews or audits.
New Business and Change Management:
* Develop and implement a process for handling new business deals, focusing on operational and customer considerations.
* Create standards, documents, and procedures for evaluating potential new business.
* Develop efficient systems for integrating new business.
* Analyze and communicate the operational impact of changes, especially regulatory changes, and create plans for implementation.
Communications:
* Manage the relationship with service providers for the Omnilife website and any public materials, ensuring content is relevant and accurate.
Experience Requirements:
* Financial services qualifications (or equivalent).
* Significant experience in financial services operations and a strong understanding of UK regulations.
* Proven ability to take responsibility for implementing business and operational strategies.
* Experience in implementing efficient administration standards and practices, especially for annuity business.
* Experience in driving continuous improvement and developing solutions to problems.
* Ability to create clear and concise documents and presentations for various audiences.
What you can expect from RGA:
* Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
* Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
* Join the bright and creative minds of RGA, and experience vast, endless career potential.
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