Conduct Assurance Analyst
7 months ago
Life, Trauma and Health cover
- Join a collaborative team
- Excellent leave benefits
In keeping with their journey to being truly customer-led, Fidelity Life are strengthening their governance, conduct and quality assurance efforts to build confidence that their customers’ outcomes and experiences are where we expect them to be.
Working closely with the wider Sales and Service (SaS) business unit, this role will contribute to establishing the SaS Conduct team as a centre of excellence and knowledge on all things conduct related as it applies to the services and functions of the BU, providing guidance and support around our conduct programme, identifying and resolving instances of poor conduct and ensuring good customer outcomes.
The role
- Carry out regular advice process reviews for Inhouse Advisers to determine compliance with regulatory standards and internal policies and procedures. Communicate findings and recommendations for improvements to address any weaknesses/deficiencies.
- Contribute to, co-ordinate with key relationship managers on the investigation of conduct related complaints and key data points as they relate to Intermediaries, outsourced providers and SaS employees.
- Work with SaS teams, compliance and other relevant knowledge hubs to analyse and identify the root cause of issues identified in conduct monitoring activities and propose solutions that are customer-centric and effectively manage risk(s).
- Support SaS teams to design strong processes, standard operating procedures and controls that take into account conduct and compliance requirements/expectations, KPIs and tolerance thresholds, and ensure they are maintained in the BU policies and procedures library.
- Provide support to intermediaries and internal SaS teams to understand conduct obligations including contributing to the development of resources to assist and guide SaS teams to meet conduct obligations and expectations.
- Participate in process improvement initiatives, including identifying and implementing best practices.
About you
- Experience in a related field.
- Sound understanding and experience of the current regulatory environment as it applies to financial services.
- Excellent written and verbal communication skills and ability to build relationships with a diverse range of stakeholders.
- Excellent interpersonal and customer service skills.
- Strong analytical and problem-solving skills
- Experience and understanding of risk management methodologies.
- Excellent organisational and time management skills with an eye for detail and a proven ability to meet deadlines.
- Strong stakeholder management skills, including the ability to have fun while on the job.
About Us:
Fidelity Life is New Zealand’s largest locally owned and operated life insurer.
We have a clear, winning aspiration, built around transforming our industry through a customer lens. It’s easy to talk that talk, but we are already walking the walk - using smart technology, data & insights and digital capability to unlock a deep understanding of our customers and provide innovative solutions and experiences that meet their needs.
We’re also committed to our communities. Given that New Zealand has one of the lowest rates of life insurance in the developed world, we think we have a responsibility to raise financial awareness and education nationwide, to provide better protection for all New Zealand families and whanau.
What’s more, we’ve gone next level with our new flexible working approach, something we call flexiplace flexiplace means our people can work with their leader to determine where and how they want to work, depending on their day. Whether that’s at home, in the office or on the go, we’ve empowered our people to choose how they’ll deliver for our customers, partners and each other.
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