BGL Life Customer Hub Associate Director
About BGL Life
The aim of BGL Life is to make Life Insurance simple and more accessible to everyone in the UK. Beaglestreet.com is the primary brand which was founded in 2012 to take advantage of the growing shift in consumer behaviour to purchase insurance online. In addition to Beaglestreet.com, BGL Life also operates with their Budget Life, 50Life (for the over 50s) brands, and a white label affinity partnership was set up last year with Virgin Money.
With its slick online process and “no middle men” approach, Beagle Street disrupted the traditional life insurance market by prioritising simplicity and ease of purchase. Its customers don’t undergo a medical but instead answer a brief series of questions designed to establish their health, keeping costs down and allowing many to secure cover in less than 10 minutes. Further features which separate Beagle Street from other life insurance providers include the fact that it actively searches official records to ensure that claims are paid out, whether it receives notification from a loved one that a policyholder has died.
This role has been created to manage the operational performance and lead the transformation of the BGL Life Customer Hub. Our vison is a guided, sales orientated operation that delivers great customer experience and outcomes, and materially improved commercial performance.
The significant changes we foresee are: the conversation guide / scripts and systems to move to a guided approach; the attraction/recruitment/training/retention strategy of appropriately skilled colleagues and the outbound capabilities (system integration and campaign optimisation)
Key Accountabilities include:
Deliver all aspects of operational performance for BGL Life to deliver agreed KPIs and SLAs within financial plans and unit costs.
Develop and implement a transformation plan to turn BGL Life Customer Hub into a guided, sales orientated operation (conducting a full customer needs 'fact find')
Develop the proposed target operating model including: script guidance; recognition & reward; people process (attraction, recruitment, training, retention and engagement); system requirements; compliance & QA; opening hours; roles of inbound and outbound; multi-channel definition
Work with teams across the business to optimise multi-channel (online/webchat/phone) conversion and CRM (email/letter/sms/outbound) performance
Develop and implement a phased transition plan from the existing to new operational model, managing people impacts sensitively
Your Peers & Stakeholders
BCS Leadership team - to ensure new proposed operating model leverages BCS capabilities and is consistent with broader IDO customer experience design principles
BGL Life Exec - to ensure new proposed operating model will enable the successful delivery of the BGL Life strategy, and there is a joined-up approach with Digital around multi-channel inbound conversion and Marketing around CRM performance
IDO Risk & Compliance - to ensure new proposed operating model delivers excellent customer outcomes and risks are managed appropriately
What will it take:
To be successful in this role we believe you will need experience of a successfully managing guided life insurance sales & service operations, evidence of leading change programmes in the contact centre operations space that have realised significant benefits, leadership experience coupled with strong engagement, coaching and stakeholder management skills.
It would be advantageous for candidates to have and in depth understanding of FCA/ Compliance rules surrounding life insurance sales & service.
Founded in 1992, the BGL Group has grown significantly in size and capability. From 30 to 3,000 people, we are a leading digital distributor of insurance and household financial services to over 10 million customers. Our strategy is underpinned by our values and behaviours, which influence the way we work every day. Our values are:
• Creative; and
Our purpose is to make a difference to our customers, colleagues and communities and runs through the heart of our business, driving the way we operate.
Inclusion & Diversity
We are a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas – supporting their growth and celebrating their uniqueness.
We understand the importance of achieving a healthy lifestyle balance, whether it’s working remotely or flexibly we have an environment where people are empowered to embrace flexible working a way that works for them and for the business.