Conduct Customer Outcomes Manager

Aston Charles; Birmingham; Hybrid; GBP 60,000 - 80,000

Job description

Conduct Customer Outcomes Manager - Birmingham

A highly prestigious global insurance company seeks a Conduct Customer Outcomes Manager to play an integral role in its strategic growth.

Currently enjoying 20% year on year growth, and with plans to double in size over the next 5 years, this organisation is investing heavily in the expansion of its broker distribution arm.

Our client operates in over 20 countries and is renowned as a world-leader within its chosen markets. The company arranges insurance for some of the most fascinating risks on the planet, and has a reputation for excellence, innovation, and formidable customer service.

This is a very special role because of the company’s diverse and continually-expanding product portfolio, as well as its range of distribution channels, which includes both direct and broker business.

Reporting to the Head of Underwriting Governance and Oversight, you’ll work closely with the Underwriting Team and Product Owners, distribution channel teams, MI and Central Compliance team. This role will require you to help define good customer outcomes and set in place the MI to measure and report. With support from 2nd line, you’ll play a pivotal part in further improving customer journeys through a balance of support and challenge, whilst ensuring compliance with regulatory standards. You’ll also support in effective governance processes through the Conduct Oversight Group.

Duties will include, but not be limited to:

1. Defining and monitoring adherence to good customer outcomes across all channels (Direct, Broker, Accountant, and Partnerships).
2. Helping define and set in place the MI reporting to evidence good outcomes.
3. Supporting the Head of Underwriting Governance and Oversight in the management of product governance.
4. Reviewing and challenging business proposals to certify that internal standards, external regulations, and customer impact have been adequately considered.
5. Supporting the implementation of regulatory change; assessing the impact.
6. Ensuring the effective capture of management information and delivery of reporting to all relevant committees, including the preparation of materials for the Conduct Oversight Group.
7. Working collaboratively with the wider team in building a high-performing team and driving standards throughout the business.

It's essential that you have first line conduct and compliance experience in either an insurance carrier, MGA, or a broker-based business, together with a thorough knowledge of the insurance regulatory regime. Just as importantly, you’ll have strong interpersonal and people management skills, with the ability to drive consensus. You must have experience of interfacing with senior management and boards/committees, excellent project management capability, and a strong track record in ownership and delivery. Crucially, we are looking for someone who can understand wider objectives, and then create and implement their own plan. We will consider candidates from either a commercial or personal lines insurance background.

You can be based from either Leeds, Manchester, or Birmingham, and the company operates a hybrid-working arrangement.

You’ll be rewarded with an attractive salary (Negotiable depending on experience), plus lucrative bonus, and a comprehensive company benefits package, which includes substantial pension contributions.