Customer Services MI & Forecasting Manager

Job reference RA2589 - Grade D

Job summary

ReAssure, part of Phoenix Group are recruiting a Customer Services MI & Forecasting Manager to join our team within the Customer Services function. This position can be based at any site location on a permanent basis. This vacancy represents an opportunity to join an ambitious organisation, within an ever-changing environment where you will discover the potential to perform and grow.

You will be responsible for managing the delivery of an effective Management Information service across ReAssure Customer Services, including all aspects of People, Performance, Quality and Customer MI. You will be responsible for supporting effective planning and forecasting across the entire ReAssure CS function, providing independent scrutiny and challenge of all operational forecasts. In addition you will be responsible for management of workload and priorities across the Management Information Team to include Workflow Management configuration, governance and efficiency.

Key responsibilities will include:

  • Ownership and production of Management Information delivered across CS, ensure the team is right sized and the strategy is clear
  • Manage effective delivery of all Management Information across CS, ensuring deadlines are achieved and all deliverables are produced accurately, timely and to the required level of quality
  • Organising resource and development across the Management Information Team, planning to support delivery of key MI to reporting deadlines and SLA
  • Management all aspects of the end to end MI Delivery cycle from requirements gathering to testing and delivery including the creation of all MI solutions across CS
  • Managing a high performing function that analyse and interrogate MI strategically and operationally to manage, plan and improve quality, performance & results
  • Ownership of the configuration of workflow tools with responsibility for maximising efficiency and improving customer outcomes
  • Provision of all CS Management Information feeding into internal and external Customer Services reporting
  • Ensure MI provision is benchmarked against industry standards and best practices shared within the industry Services

Key skills/experience required:

  • Effective management of others, including senior personnel
  • Proven track record of building and delivering management information to inform and influence strategic planning
  • Ability to confidently communicate complex concepts verbally and in written form to all stakeholders
  • Excellent facilitation skills
  • Strategic thinker ability to review at high level and be involved in detail when required

 ReAssure is a highly respected name in the heritage Life Insurance and Pensions market. We are a 3000+ strong team built on a wide range of skills and a wealth of experience. Originally founded in 1963, we’re at a busy crossroads of regulatory and market changes in the insurance industry. We have a proven track record of successfully integrating blocks of pension, insurance and investment business.

As one of Britain’s Top Employers in financial services, we offer opportunities for you to challenge and develop yourself in a company that looks after our colleagues, customers and communities.

ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.

ReAssure offer an attractive benefits package for all permanent and fixed term employees, including 27 days’ holiday + bank holidays, contributory pension scheme, Private Medical Insurance plus a range of flexible benefits for you to choose from.

Job category/type
Customer Services/Permanent

Hitchin Norwich Telford

Date posted

Application closing date

Applications for this vacancy have now closed