Project Manager - Customer
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We have a permanent opportunity for a Project Manager to join our Customer Operations Team reporting into the Portfolio Delivery Lead.
Reporting to the Portfolio Delivery Lead – Customer. The Project Manager is responsible for leading, managing and delivering sustainable, tactical, strategic and transformation change across our Customer Operations business area working in collaboration with our internal Data and Information Technology team and outsourced partners to deliver the strategic plan and continuous improvement initiatives. Accountable to the CMO for delivery in accordance with the defined governance, standards and controls.
Key Priorities
- Be accountable to the CMO for delivery in accordance with the governance, standards and controls.
- Ensure the Customer projects and programmes are adhered to and defined.
- Take the lead on scoping, prioritising initiating and delivering a suite of roadmap-linked projects.
- This will be working with the Roadmap Owners and BCMs and Agile teams.
- Be responsible for leadership and stakeholder management across Senior Stakeholders.
- including SLC and C-Suite in order to shape and deliver projects and programmes.
- The role will require exec visibility and leading of SteerCo meetings.
- Where contractors are required to provide capacity to deliver individual roadmap projects, the Project Manager will provide oversight of these PMs as this will be part of the overall delivery of the portfolio of roadmap initiatives that they will be leading on.
- Measure, analyse and report on a series of metrics such as time, cost, budget, ownership and benefit realisation.
- Be able to produce weekly, monthly and quarterly reports.
- Have the ability to manage multiple Projects and multiple changing priorities at once.
- Capture, analyse and circulate data such as lessons learned, improvements and governance check.
- Build strong partnerships with stakeholders and able to cut through ambiguity clearly being able to product key actions and results.
- Proficient in data analysis on project delivery performance and capturing and analysing lessons learned.
- Understand the scheme strategies and priorities and translate that understanding into deliverable activities.
About You
We have identified the following skills, knowledge, and experience as essential for success in this role however we understand that everyone’s learning journey is different and there is no one size fits all. If you feel you have many of the below strengths but don’t tick all the boxes, we’d still love to hear from you.
- Demonstrable experience in delivering projects from inception to closure using recognised project delivery methodology.
- Strong financial acumen with an understanding of the insurance industry and preferably insolvency / restructuring principles.
- Experience of risk management with the ability to identify and mitigate risks and communicating these to all project stakeholders, internal and external alike.
- A working knowledge of governance, standards, and controls within project management.
- Experience of planning and schedule management using MSP, including milestone planning, dependencies, CPA, baselining and change control.
- Strong IT skills including knowledge of the full Microsoft suite.
- Advanced knowledge of Change & Project Management Principles.
- Prince2 or equivalent qualification
Working at the FSCS
At FSCS we are purpose driven and committed to delivering an exceptional service and results for our customers.
We have invested greatly in a flexible people offering that we’re proud of, that our employees love and that supports and promotes diversity, inclusion, and overall wellbeing. Key benefits include:
- Employer pension contributions from 9% - 15% dependant on your contributions and length of service
- Life assurance, income and critical illness protection
- Private medical and dental insurance
- EAP and Virtual GP
- 26 days annual leave + bank holidays and the option to sell 5 or buy up to 9 additional days per annum to suit your lifestyle
- Enhanced Maternity, Paternity and Adoption leave – 6 months full pay
- Additional discounts and options to earn rewards to spend at your choice of retailer
About Us
For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.
Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers’ needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.
We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.
Our Strategy
What we are aiming for
We shall respond to large and complex firm failures, whilst maintaining our seven-day pay-out for savers in banks, building societies and credit unions. We will actively contribute to increasingly effective resolution when firms fail.
Why this matters
FSCS needs to contribute to public confidence and financial stability by being ready to respond when called upon across the full range of protected products.
Our approach
- Maintain well-tested contingency plans, backed by necessary capabilities and robust customer information.
- Collaborate with industry to improve the customer information we rely on for payouts.
- Improve our ability to respond quickly to investment and insurance failures.
- Work with industry and regulators to improve resolution arrangements.
What we are aiming for
FSCS is known and trusted for protection that puts people back on track through outstanding customer experience.
Why this matters
Customer expectations are rising. The service our customers receive must meet their expectations in terms of speed, accessibility and ease of use, in order to maintain consumer trust and confidence.
Our approach
- Exploit digital technology to create the service our customers expect, at lower cost to our levy payers.
- Improve the speed of our service by eliminating time and process inefficiencies, particularly with third parties.
- Exploit our new strategic partnership - by drawing on our partner's expertise, scale and experience.
- Provide continuity of cover for policyholders in failed insurance companies.
What we are aiming for
We shall raise awareness of FSCS protection across all of the products and services we protect, particularly retirement savings products.
Why this matters
Awareness of, and trust in, FSCS protection maintains confidence in a crisis. Awareness also helps to inform people's choices by increasing their confidence in buying protected services and understanding the risks of unprotected products.
Our approach
- Partner with the industry to raise awareness of FSCS protection across all protected products and services, focusing on retirement savings initially.
- Engage with consumers and provide information to help people understand protection and make informed decisions.
- Encourage customers of failed firms to come directly to FSCS with their claim.
- Work with our stakeholders to provide joined-up and easy to access information about FSCS protection.
What we are aiming for
We shall collaborate with the regulators and industry to prevent future failure and to reduce future compensation costs.
Why this matters
FSCS compensation costs are rising fast - we project that compensation may rise from £405 million in 2017/18, mainly driven by escalating pensions claims. These costs put pressure on firms' finances and are passed on to consumers.
Our approach
- Commit to joint action with the regulators and industry to identify and address the root causes of mis-selling and other conduct issues which drive failure and compensation costs.
- Ensure consumers are alerted more quickly to vulnerabilities and risks as they emerge.
- Work with our partners to improve co-ordination across government, industry and regulators, ensuring insights and intelligence are generated and acted on.
- Feed back lessons learnt as a creditor and from recoveries activity, including working with the insolvency and insurance markets.
- Develop FSCS' own capability to provide actionable intelligence.
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