Complaints & Consumer Duty Lead
You will take on a high-impact role responsible for shaping complaint management frameworks and ensuring compliance with UK Consumer Duty regulations across the business and Delegated Partners. You will lead complaints oversight, build strong relationships with Delegated Partners, deliver training on complaints management and Consumer Duty obligations, conduct audits to ensure compliance with FCA standards, perform Fair Value Assessments, and analyze Consumer Duty data to present insights to governance committees.
Responsibilities
- Lead complaints oversight, including data consolidation, reporting, and root cause analysis
- Build strong relationships with Delegated Partners and oversee complaint handling frameworks
- Deliver training and guidance on complaints management and Consumer Duty obligations
- Conduct audits and reviews to ensure compliance with FCA standards
- Perform Fair Value Assessments and evaluate customer outcomes
- Analyze Consumer Duty data and present insights to governance committees
- Support global compliance initiatives and projects
Requirements
- 5+ years in Conduct Risk / Compliance within insurance
- Strong knowledge of FCA regulations, Consumer Duty, and DISP
- Experience leading complaints functions in regulated environments
- Background in Delegated Authority / MGA or Lloyd's market preferred
- Strong stakeholder management and influencing skills
- Analytical mindset with ability to drive insight from data