ROLE DESCRIPTION - U.K. OPERATIONS

BUSINESS UNIT: / L&G Direct / ANALYST:
ROLE TITLE: / Conversion Performance Manager / DATE: / Feb 2018
ROLE HOLDER: / Vacant / VERSION: / 1
REPORTS TO: / Conversion Optimisation Director / LOCATION: / Cardiff

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Purpose

Own the day to day reporting of conversion performance, identifying issues, opportunities and providing hypotheses on resolutions. Working closely with the Contact Centre and Sales Optimisation Mangers to ensure trends are understood and acted upon to drive value for the business

Ensure robust methodology applied to tests and new capability/tool implementation to ensure all activity is measured in a robust and consistent way.

Conduit for any consistent trends/ops across Direct and feed insights into the pods where appropriate

Accountabilities

  • Create and ensure full utilisation of appropriate optimisation reporting structures both for BAU and for any test initiatives, to ensure that the Sales Optimisation Managers understand how their journeys are performing and know where to focus their efforts to drive the greatest commercial return
  • Define, deliver and measure through statistically significant test and learn methodology to enable reporting on the additional “value add” from ongoing testing activities and plans taking successful tests to BAU and ensuring maximum insight is gained from failed tests ensuring that business cases are developed with robust metrics and compelling customer outcomes to ensure commitment is secured to drive conversion and journey improvements in all channels.
  • Work closely with the Sales Operations Manager so operations MI is adequate and robust to manage sales performance across the department, and provide support for any test being undertaken to act as a consistency check for measurement and assessment of results.
  • Work closely with the Implementation manager to ensure any new capability is fully understood and has appropriate success criteria assigned as part of the implementation and that a full review is completed post implementation to check against the initial business case.
  • Drive the agenda for a consistent reporting basis to ensure each pod aligns to how conversion is reported through the sales funnel and act as conduit to the LGI BI team for data requirements for the team
  • Own and manage live issues and identify improvements in direct to site customer journeys

Desired Skills and Experience

Experience:

  • Strong experience of building performance reporting capability for on and offline environments
  • Proven capability to analyse performance, identify trends and make recommendations on areas where action is required
  • Experience of high volume on and offline transactional environments (highly desirable).
  • Experience of data manipulation and commercial value modelling.
  • Good understanding of Operational performance and UX principles
  • A background in financial services UX would be highly beneficial.
  • Experienced and comfortable working under deadlines.
  • Ability to work collaboratively in multi-disciplinary teams.
  • Ability to organise complex information into logical groups and categories.
  • Comfortable working in a corporate environment.
  • People management experience

Skills:

  • Ability to articulate a compelling story to capture minds and passion of key stakeholders
  • Excellent report creation, visual representation and analytical
  • Strong execution capability
  • Highly effective communication skills and the ability to translate detailed analysis into comprehensive, clear documents, business cases and presentations
  • Customer focused
  • Communication, personal impact and influencing skills
  • Confidence and credibility

CAPABILITIES:

Capability / Level / Behavioural Indicators
Customer Orientation * / 3 / See capability dictionary
Communicating & Influencing * / 4
Working Together / 4
Achievement Drive / 4
Commercial Awareness / 4
Flexibility & Change Orientation * / 3
Judgement & Analysis / 4
* Mandatory capability for managers of people
ADDITIONAL REQUIREMENTS:
Technical Knowledge Area / What exactly is required?

Strategy

/
  • Robust general knowledge of the General Insurance Market and emerging trends in consumer behaviours.
  • Strong understanding of the value levers that drive the commercial performance of an Insurance business

Specific Experience /
  • Ddemonstrable experience of developing Distribution capability within the insurance industry.
  • Extensive up to date knowledge of all regulatory requirements for Distribution. (DDA, Marketing Permissions, FCA, PRA, FOS & EC Directives)
  • Evidenced delivery of material improvements in Customer and User Experience, Sales & Retention metrics in highly regulated environment. Through the use of recognised Continuous Improvement methodologies and technologies.

Software /
  • Expert user of MS office essential Specifically (MS Outlook, PowerPoint, Excel & Word)

Dimensions / Staff: / 2 FTE
Multi-site / Birmingham
Customers: / Internal teams (Marketing, Aggregator Distribution Mgt, Relationship Managers (3rd Party products) Group colleagues)
Budget: / c£100,000
Regulatory Responsibility
DECLARATION:

I confirm that I have received and understood the 'Responsibilities of Senior Management' within the description of the Control Environment contained in the Group Policies and Procedures Manual. In addition, I acknowledge that I am similarly bound by the other Group Policies, Codes and Manuals referred to in the Appendix of that Manual.

JOBHOLDER...... DATE ......

LINE MANAGER ...... DATE ......

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