The Sales Governance Manager will have responsibility for managing all aspects of the Sales Governance Team. Key responsibilities including implementing and strengthening processes and controls while contributing to the implementation of FBDs Risk Management Framework and Consumer Risk Framework for the sales channel to meet internal and external requirements.
Operating as part of the First Line of Defence, you will work closely with the Senior Management Team and play a key role in embedding a strong risk culture in the Company.
The role will also involve implementing improvements where system and or process deficiencies are identified through quality monitoring, second and third line reviews as well as external and or regulator audits. In addition providing related support and assistance to sales management and customer facing staff. The Sales Governance Manager will oversee resources in the Sales Governance Team including those working to support the implementation of a strong control environment, process improvement and coaching of staff.
Job Responsibilities
1. Assisting sales management by designing, implementing and strengthening processes and controls to meet evolving internal and external requirements.
2. Co-ordinating responses to risk, compliance, audit or regulatory queries and actions with a robust approach to deadline adherence with a zero tolerance for audit items going overdue.
3. Completing quarterly Risk and Control Self Assessments on behalf of the Sales Network and ensure all actions agreed are completed.
4. Recommending and implementing improvements in the sales control structure.
5. Respectfully challenge requests received to change sales processes and procedures to deliver the best outcomes for customers, both internal and external, whilst remaining compliant and minimising manual workarounds and processes.
6. Act as Committee Secretary at relevant Sales Committee Meetings ensuring adherence to FBD Committee Standards.
7. Regular reporting on risk and compliance matters.
8. Co-ordinate the review of relevant policies / procedures in line with their review cycle.
9. Support the Strategy team on delivering strategic initiatives from a Sales perspective.
10. Provide day-to-day advice and direction to the department on risk management matters.
11. Liaising with other departments regarding sales process and quality issues identified and representing Sales on forums and Committees involving process, quality and compliance.
12. Ensure the FBD Customer Complaint Policy and Procedure process is adhered to.
13. Promote a positive risk & compliance culture and awareness through the development and roll out of appropriate and tailored training for staff.
14. Encouraging positive customer outcomes by identifying and promoting service improvements and promoting quality interactions at all customer touch points.
15. Designing and implementing process improvements to meet quality team, second and third line, external audit and Central Bank recommendations and assisting customer facing staff with the implementation of the processes on the ground.
16. Work with other functions to ensure quality assurance standards of all sales activities including fraud and operations risk monitoring, delegated underwriting authority and adherence to regulatory and internal process requirements.
17. Preparing monthly management reports on the results of quality review activities.
18. Overseeing the Risk and Error Champion for the sales channels and ensure delivery of risk reports to management within agreed timelines.
19. Working closely with the Learning and Development team to ensure that the development needs of employees are addressed.
20. Carrying out Ad hoc projects as required.
21. Carry out preparatory work for Central Bank Audits when required.
22. Reinforcing a culture of continuous improvement and excellence within Sales.
23. Any other duties/responsibilities as may be reasonably assigned in line with company priorities.
Education
CIP or Grandfather Qualified
Experiences
1. At minimum of 5 years general insurance experience.
2. Ideally has previous sales management experience and is familiar with the regulatory obligations of selling general insurance products.
3. Has previous people management experience and can demonstrate getting strong results through people.
4. Strong organisational and administrative skills with a disciplined approach to tasks/duties and deadline adherence.
5. Strong Leadership Skills with the ability to engage and influence positive outcomes.
6. Must demonstrate strong analytical skills and the ability to solve problems.
7. Previous experience in a quality management environment.
8. A process improvement and change champion mind-set.
9. The ability to motivate and get buy in from others at all levels of the organisation.
10. Previous experience reporting, compiling and co-ordinating reports.
11. Proficiency in all Microsoft Office packages.
12. Excellent interpersonal skills with demonstrated record in building working relationships with a wide range of stakeholders.
13. Excellent oral and written communications; an ability to present and discuss data in a way that establishes rapport, persuades others, and gains understanding.
14. A proactive and energetic approach with the ability to prioritise workloads, in order to achieve deadlines.
15. A high degree of flexibility and ability to adapt to changing circumstances and expectations.
MCC
This role has a CF designation.
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This role is being offered to cover maternity leave.
These represent the key responsibilities for this role. Management reserve the right to modify/change responsibilities in line with company requirements.
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