In that regard, the role of the AEL Customer Conduct Director has been created to ensure that customer benefit and the fair treatment of customers is defined, understood and incorporated into AEL’s culture and business practices, and that the progress to achieve and sustain these objectives is measured and monitored.
- Working with AEL ExCo, ensuring that AEL’s culture and processes reflect our customer centric approach
- Coordinating the activities, including any projects, across AEL to ensure we meet the aim of our Conduct policies being to put the customer at the heart of every aspect of AEL’s operations
- Working with ERM and the other control functions such as Compliance, Regulatory and Internal Audit, to help identify and remediate gaps in AEL’s conduct risk frameworK
- Producing metrics for governance forums that assist to monitor appropriate customer conduct across AEL and drive improvements in the treatment of customers.
Additionally, this role will be responsible for communicating the overall maturity and status of customer conduct across AEL to the AEL Board, AEL ExCo and other forums within the formal governance structure.
Specific responsibilities of this role include:
Putting in place the appropriate processes and governance (around those processes) at the AEL and Zonal levels with which to embed customer conduct into day to day business practice, monitor conduct maturity against the AEL Conduct Framework, and drive execution to continue to enhance maturity levels.
Working with the CUO&O to develop the necessary plans and actions to address the gaps identified through the Culture Survey, and other relevant findings, which may include changes in culture and behaviors both internally and through AEL’s business partners.
Expanding the AEL Conduct Framework beyond the original countries (UK, France, Italy and Germany) to the agreed second tier countries and continue to enhance maturity levels in the original countries.
Expanding the development of the conduct metrics to the second tier countries ensuring the integrity of the metrics and their use in senior level decision making including the formal governance forums.
Working with Compliance, provide education and continuous reinforcement to management and staff about the importance of customer conduct and how to apply the AEL Conduct Framework.
Demonstrating transparency and speed in the identification and remediation of issues that negatively impact customers.
Providing regular updates on AEL conduct risk status to regulators, the AEL Board and ExcCo.
Position Requirements:
The ideal candidate will possess the following background and skills:
Strong belief and interest in improving the customer experience
Strong interpersonal and people management skills with proven ability to work with groups of individuals and drive consensus
Strong leadership skills and a demonstrated track record of tangible accomplishments in a relevant field
Demonstrated ability to influence and drive behavioral and cultural change
Experience in managing and executing large and complex programs of work
Experience in interfacing with senior management, Boards and regulators in a relevant field
Experience with data analytics and the development of metrics/dashboard to drive decision making; and
Background / experience in customer facing roles
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