Product & Commercial Manager – Pet Insurance

Job Introduction

** ** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate***

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, an exciting opportunity has arisen for a Pet Product and Commercial Insurance Manager to join our Health and Travel Insurance Team.

You’ll have an excellent knowledge of general insurance markets, products, and practices, with specific expertise in Pet insurance to ensure the successful delivery of product development and enhancements aligned with Saga’s strategy.

You are a highly motivated, independent member of the team. You would have previously led on multiple projects, managed a high volume of tasks, and prioritised them with efficient ease, diligence, and speed.

In return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding career with an excellent benefits package.

If this sounds like a role for you then keep reading...

Role Responsibility

• Working with the Health and Travel Director and wider team to manage and develop market-leading Pet insurance products, incorporating key regulatory principles, including Consumer Duty.
• Managing commercial relationships with external partners and Conduct Risk to ensure adherence to FCA guidelines.
• Managing commercial contractual requirements with the Legal team to ensure all responsibilities are incorporated and met.
• Effectively communicate project and departmental business objectives, project briefings and any other information in a timely manner.
• You will be responsible for maintaining clear and consistent lines of communication across all stakeholders, working with the Health and Travel Director, ensuring that the needs of the department and suppliers are appropriately represented and information is cascaded in a timely manner.
• Demonstrate a strong, comprehensive understanding of the Pet product, procedures and systems across the business, ensuring product and market knowledge is kept up to date.
• Act as a BAU point of contact for the business and represent in the product forums, meetings and day to day activity, reporting directly to the Director of Health and Travel.
• Product and Commercial management of Pet insurance, including Annual Product Value Assessments to ensure Saga remain market leading and provide exceptional experiences to customers every day.
• Responsible for the successful and timely delivery project management, with particular focus on cross-functional team working and partner relations – working alongside business colleagues and stakeholders where required.
• Technical and management input into complaints handling, including intervention where necessary to ensure the fair and effective resolution of customer disputes.
• Management of competitor and industry research and analysis, including the maintaining of price competitiveness consistent with the Saga brand through market comparisons and Pricing team collaboration.
• Ensure all customer communications are technically correct, consistent, and meet relevant regulatory requirements.
• Undertake root cause analysis of products to understand key drivers behind customer complaints and deliver innovative solutions.

The tangible outputs that this role produces are:

• Product and commercial development, management, negotiations, and contractual responsibilities.
• Management of compliance processes to ensure customers are treated fairly.
• Implementation of product and commercial developments and product enhancements, derived from analysis of industry and competitive trends to business plans.
• Through product and commercial management and development, help to deliver against budgeted conversion, quotation, and retention rates.
• Product and commercial compliance at all levels with regulatory principles, brand, and regulatory standards
• Delivery of enhanced levels of customer satisfaction measured through customer satisfaction scores and external market benchmarks.
• Up to date and accurate product and commercial documentation and information
• Support and where required, management of resolution of customer complaints through subject matter expertise.
• Working alongside the Marketing team assuming sign off responsibility to ensure product documentation and technical wording is accurately reflected in marketing materials relating to Pet insurance.

The Ideal Candidate

• Expertise across general insurance products, with specific understanding in Pet insurance, and the ability to challenge and improve existing processes.
• Strong knowledge of general insurance markets, with specific reference to Pet insurance, incorporating regulatory regime and Consumer Duty.
• Excellent organisational skills and diligence, with a demonstrated ability to work well both independently and within a team.
• Able to lead multiple projects, prioritise, and manage a high-volume of tasks, deadlines, requirements, and decisions whilst driving exceptional customer outcomes.
• Management and delivery of high-quality communication, both verbal and written.
• Driven and determined to develop within the role through increasing technical knowledge and building effective relationships within the business and with external partners.
• Commercially aware and able to design, develop and implement product initiatives to achieve the best customer outcomes.

Our Saga Values:

• Precision Pace - Always owning and making things happen. 
• Empathy – Always aware of others. 
• Curiosity – Always asking why.
• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

​Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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Saga Group