Head of Direct Sales Quality

at  Vitality

WHAT DO YOU NEED TO THRIVE?

• 1st Line Compliance Monitoring experience in a regulated sales environment
• Conduct Risk Reporting and analysis experience
• Experience in the PMI or related industry
• Knowledge of FCA and other related regulation including TCF, Complaints, DPA
• Experience of managing managers/large teams
• Strong Analytical and Problem Solving skills
• Strong written and verbal communicator
• Excellent report writing skills
• Proven people influencing skills
• Coaching and feedback skills
• Ability to identify, implement and maintain development plans
• Systems knowledge / IT skills

ABOUT US

We’re really excited to announce that we have recently been awarded “Top 10 Best Places To Work” in The Sunday Times Awards 2024!
Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place.
We’ve been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives – they benefit, our business benefits, and society benefits. We’re successful because we attract, develop, and retain the best people – and because we care.
Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out.

ABOUT THE ROLE

Team – Compliance
Working Pattern - Hybrid – 2 days per week in the Vitality Stockport Office. Full time, 35 hours per week.

TOP 3 SKILLS NEEDED FOR THIS ROLE:

• Lead functional projects
• Stakeholder management
• Build efficiencies

WHAT THIS ROLE IS ALL ABOUT:

The role of the Head of Direct Sales Quality is to support the Group Head of Sales Compliance & Quality (GHOSCQ) in maintaining and enhancing, first line compliance and quality assurance frameworks for Direct to Consumer sales channels. The role encompasses the oversight and quality reporting for Life, Health and One Vitality Lead Generation sales functions.
The role will be responsible for managing resources and QA strategies, ensuring risk and quality data feeds into a continual improvement loop, and acting as a liaison during 2nd Line Monitoring Reviews and 3rd Line Internal/External Audits. This role requires strategic delivery of compliance and monitoring policies, sales incentive governance, and detailed reporting and analysis on all monitoring and T&C activities.
This role should actively drive innovation in customer contact and efficiency across the area, driving up one-touch customer demand resolution, eliminating failure demand and waste, and ensuring a culture of individual and collective ownership.

Key Actions

• Manage resource and QA strategy to maintain coverage
• Strategically deliver Compliance and Monitoring policies
• Govern sales incentives
• Provide detailed and timely reporting and analysis on all monitoring and T&C activities
• Work with GHOSCQ to define conduct risk reporting metrics, oversee and ensure delivery of reporting
• Oversee and review Sales Governance materials such as T&C schemes, scripts, and processes
• Design and regularly review sales processes, controls, and reporting for delivery into BAU
• Undertake adhoc projects as dictated by the GHOSCQ
• Meet regulatory requirements while balancing commercial focus and business objectives
• Build and maintain excellent working relationships with other teams and business areas
• Create and promote company values and team culture
• Ensure understanding and adherence to Vitality’s vision, values, and core purpose