What being part of the Sigma Family means for you
Head of Outsourced Vulnerable Customer Management Sigma Connected is looking for a Head of Outsourced Vulnerable Customer Management who will be crucial to the development of a scalable operational model that delivers best-in-class management of vulnerable customer outcomes for our BPO white-label clients across the Financial Services Sector and beyond. This role will work collaboratively with internal and external client stakeholders from the SLT level to Operational managers, including operations, training, quality, analytics, resource planning, and implementation teams. The Opportunity: Job title:
Head of Operational Quality Core hours:
Monday to Friday 9 am-6 pm Where you work:
This Role is Flexible – Can be UK-based with the Requirement to travel to Cape Town or permanently based in Cape Town. Your salary:
Competitive (to be discussed on application) A bit more about the Opportunity...
What Your Day-to-Day will Look Like: You will utilise your subject matter expertise to develop a market-leading vulnerable customer management centre of excellence in our South African operation based in Cape Town. You will work with both internal and external client stakeholders, demonstrating deep knowledge of effective vulnerable customer management and regulatory and operational best practices in the financial services sector. You will provide assurance, build client confidence, and add value through solutions-focused management of any risks and process changes. You will proactively stay abreast of industry developments in vulnerable customer management, consumer duty, and regulatory changes. You will use your expertise in vulnerable customer management to influence the development and rollout of appropriate operational controls to drive fair customer outcomes that ensure consumer duty requirements are met or exceeded. As a subject matter expert, you will also be involved in new client RFP and tender activity and support client onboarding and implementation activities using your expertise to help ensure fantastic delivery. You will identify solutions to operational performance challenges and gain client confidence in our ability to overcome any hurdles, such as significant regulatory enhancements to vulnerable customer requirements. You will take the lead in developing action and recovery plans, working with internal stakeholders, tracking performance and action completion, and producing internal and externally facing reporting on delivery, including updates on initiatives for client MBR and QBR decks. What amazing People will bring to the role
You will... You have 5+ years’ experience as a senior operational or first-line assurance/controls leader in FCA-regulated businesses and are passionate about delivering the right outcomes for vulnerable customers. You are a compelling and authentic leader, with a collaborative working style and the ability to create a positive, solutions-focused operational atmosphere. You embrace opportunities and challenges and turn them into successes. You have deep experience working in FCA-regulated operational and/or first-line assurance roles in the consumer credit sector and can educate and develop our offshore management teams at all levels. You are proactive and take on the opportunity to be at the forefront of developing client relationships and our long-term strategy for operational delivery. You have subject matter expertise gained from working in multiple FCA consumer credit businesses, along with a broader awareness of vulnerable customer management and consumer duty obligations from the insurance sector or regulated debt collection activity in the utilities or telecoms sector. You understand the regulatory risks senior managers face in relation to vulnerable customer management and have experience ensuring regulatory outcomes can be evidenced. You also have experience managing complex operations of at least 200 feet across multiple sites. Simple and Straight Forward Recruitment. We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation which may then lead to a formal interview. If you like the sound of being part of the Sigma Family then don’t wait and Apply!
#J-18808-Ljbffr
Head of Outsourced Vulnerable Customer Management Sigma Connected is looking for a Head of Outsourced Vulnerable Customer Management who will be crucial to the development of a scalable operational model that delivers best-in-class management of vulnerable customer outcomes for our BPO white-label clients across the Financial Services Sector and beyond. This role will work collaboratively with internal and external client stakeholders from the SLT level to Operational managers, including operations, training, quality, analytics, resource planning, and implementation teams. The Opportunity: Job title:
Head of Operational Quality Core hours:
Monday to Friday 9 am-6 pm Where you work:
This Role is Flexible – Can be UK-based with the Requirement to travel to Cape Town or permanently based in Cape Town. Your salary:
Competitive (to be discussed on application) A bit more about the Opportunity...
What Your Day-to-Day will Look Like: You will utilise your subject matter expertise to develop a market-leading vulnerable customer management centre of excellence in our South African operation based in Cape Town. You will work with both internal and external client stakeholders, demonstrating deep knowledge of effective vulnerable customer management and regulatory and operational best practices in the financial services sector. You will provide assurance, build client confidence, and add value through solutions-focused management of any risks and process changes. You will proactively stay abreast of industry developments in vulnerable customer management, consumer duty, and regulatory changes. You will use your expertise in vulnerable customer management to influence the development and rollout of appropriate operational controls to drive fair customer outcomes that ensure consumer duty requirements are met or exceeded. As a subject matter expert, you will also be involved in new client RFP and tender activity and support client onboarding and implementation activities using your expertise to help ensure fantastic delivery. You will identify solutions to operational performance challenges and gain client confidence in our ability to overcome any hurdles, such as significant regulatory enhancements to vulnerable customer requirements. You will take the lead in developing action and recovery plans, working with internal stakeholders, tracking performance and action completion, and producing internal and externally facing reporting on delivery, including updates on initiatives for client MBR and QBR decks. What amazing People will bring to the role
You will... You have 5+ years’ experience as a senior operational or first-line assurance/controls leader in FCA-regulated businesses and are passionate about delivering the right outcomes for vulnerable customers. You are a compelling and authentic leader, with a collaborative working style and the ability to create a positive, solutions-focused operational atmosphere. You embrace opportunities and challenges and turn them into successes. You have deep experience working in FCA-regulated operational and/or first-line assurance roles in the consumer credit sector and can educate and develop our offshore management teams at all levels. You are proactive and take on the opportunity to be at the forefront of developing client relationships and our long-term strategy for operational delivery. You have subject matter expertise gained from working in multiple FCA consumer credit businesses, along with a broader awareness of vulnerable customer management and consumer duty obligations from the insurance sector or regulated debt collection activity in the utilities or telecoms sector. You understand the regulatory risks senior managers face in relation to vulnerable customer management and have experience ensuring regulatory outcomes can be evidenced. You also have experience managing complex operations of at least 200 feet across multiple sites. Simple and Straight Forward Recruitment. We don’t see the value in making candidates jump through hoops. Once you’ve sent us your CV, if we think we have a suitable position for you, we’ll contact you for a short telephone conversation which may then lead to a formal interview. If you like the sound of being part of the Sigma Family then don’t wait and Apply!
#J-18808-Ljbffr
