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Tuesday 17th October 2017
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  Job No:
  Job Title:
Customer Communications Analyst
  Job Detail
  Our client is seeking a Customer Communications Analyst to join the team on a 12 month temporary assignment. Previous experience in a similar role within Financial Service with CCA knowledge & other finance regulatory experience would be a great advantage plus if you have worked within a marketing role/environment this would be ideal but not essential for the position. Acting as day to day operational liaison for customer communication the role holder will be required to support in all elements of customer communication, aligning to risk and compliance requirements throughout the customer journey, (letter and e mail), ensuring a consistent approach is applied in terms of regulatory compliance, accuracy of financial content, corporate image, phraseology and formatting. Linked to this is the reporting and escalation of observations to key business stakeholders, including Compliance and Risk, to ensure that any non compliance, customer detriment and regulatory risk is understood and addressed promptly. The role holder will be required to analyse any customer insight and complaint data to identify any systemic process issues which require improvement in terms of customer communication. The role holder will be required to support any customer communication projects that are in progress or planned in line with the strategy of customer communication. Assessment of the impact to customer communication due to legislative, regulatory and business change requirements Customer communication letter template sign off/authority process. Implement customer communication QA programme which is aligned to governance and risk management of processes and procedures. Support in the development and deployment of customer communication policies relating to letters and e mails throughout the customer journey. Support in the development, deployment and maintenance of a suite of communications templates which reflect: o Regulatory compliance, financial accuracy and formatting. o Correct corporate image and appropriate tonality and phraseology. All communication templates must be clear, fair and not misleading. Prompt escalation of potential risks related to customer communication to key business stakeholders. Testing of changes to customer communication, liaising with all internal and external parties to ensure accurate and timely implementation. Monitor all CCA regulatory communications to ensure they are being sent in the required timeframes and escalate to the appropriate stakeholders if any concerns are identified. Participant fully in all customer communication projects. Support with the benefits realisation following the implementation of a customer communications project. Complete customer communication audits. Liaise with external providers for BMW Group Financial Services UK in relation to the printing and fulfillment of customer communication. Customer communication QA reporting is completed and communicated to all parties on a timely basis. Impacts to BSC are clearly understood and communicated. Liaise with Operational business areas, Strategic Provider Management function and provider quality teams to respond to process and quality queries and issues in relation to customer communications. Identify, analyse and report any significant areas of process concern to Compliance and Risk. Participate in regular provider meetings to present customer communication QA position and ensure continuous focus and improvement. Complete on-site provider quality audits for process reviews, issue rectification and identification of training needs in relation to customer communication. Support review of internal procedures to ensure that they are accurate and up to date from a customer communication perspective. Actively obtain industry knowledge and best practice from external sources. Ensure operational procedures and customer communication align to QA governance requirements. Contribute to the development and implementation of contractual SLAs and KPIs pertaining to customer communication QA Participation in regular stakeholder meetings to present customer communication position and ensure continuous focus and improvement Complete on-site provider quality audits for process reviews, issue rectification and identification of training needs. Actively obtain industry knowledge and best practice from external sources. Ensure that internal and external providers adhere to customer communication related policies and procedures to protect the interests of SF1-UK and their customers. Collaborate with Risk, Legal and Financial teams to ensure that quality assurance evolves and continues to support a risk based approach within communication. Convey information to key stakeholders and wider SF1-UK management team on regulatory requirements, current position, key issues and challenges and change requirements Working with internal/external stakeholders across the business to ensure continuous focus is given to compliance and accuracy in customer communications, that regulatory requirements are embedded effectively and monitored within QA activities Regular exchange with QA and Customer Insight functions to ensure that customer feedback is reflected within customer communication activities. Index Recruitment is acting as an Employment Business in relation to this vacancy. "Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".
14 per hour
Farnborough, Hampshire
Wednesday 20th September 2017
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