Complaints Oversight Manager
2 weeks ago
Company: Great Lakes Insurance SE
Location: London, United Kingdom
About the role:
The Complaint Oversight Manager is responsible for the Complaint Management Function at Great Lakes, including system, policy, procedures, reporting, and activities. They are the central coordinator for internal and external stakeholders for matters pertaining to (re)insurance complaints.
The role is to enhance the company's oversight and monitoring of outsource (complaint handling) service providers, across multiple jurisdictions, by improving management information & analysis and establishing proactive working relationships.
- Manage the daily operations of the complaint management function at Great Lakes.
- Provide advice and guidance on matters relating to regulated complaint handling, treating customers fairly and vulnerable customers.
- Assess, monitor & oversee the complaint handling practices of our outsource providers.
- Prepare and submit compulsory complaint reports for governing bodies.
- Use complaint system functionality & reporting suite to produce meaningful and actionable insights.
- Report to the company's governance committees on the status of complaints management activities and risks.
- Produce root cause analysis reports that identify potential conduct risks to the business.
- Maintain relationships with the Financial Ombudsman Service and other alternative dispute resolution services.
- Update all complaint related policies, procedures, processes and guidance.
- Assess new business opportunities, product approvals, due diligence and audit findings for adherence to complaint related regulation and offer advice back to the business.
- Develop complaint risk appetites and devise complaint Key Performance Indicators and the associated reporting to monitor trends and communicate insight to key stakeholders.
- Issue formal reports resultant to complaints RCA, trend analysis and escalations.
- Execute an initiative to collect customer complaint data through existing system functionality from all outsource providers who have delegated authority to handle Great Lakes complaints.
- Establish positive working relationship with outsource providers who have delegated authority to handle Great Lakes complaints and support the Insurance Business & Development functions in achieving effective complaints management practices for those third parties.
- Perform quality assurance on complaint handling and practices and monitor the performance of outsource providers. Contribute to regular business meetings and performance reviews.
- Monitor and respond to complaints related enquiries into the business and handle direct complaints if required.
- Revise and communicate policies, procedures and guidance to maintain compliance with regulations and standards of complaints management.
Key Skills & Experience:
- FCA complaints and conduct standards knowledge, particularly ICOBS, PROD and DISP rules.
- Experience of delivering a change project in a business environment.
- Analysis / Problem Solving.
- Insurance (or Financial Service) complaint handling.
- Has other European or English speaking jurisdiction complaints and conduct standards knowledge.
Regulatory & Conduct Requirements:
- Ensure compliance with Insurance Distribution Directive.
- Satisfying all regulatory reporting requirements in collaboration with the reporting function.
- Liaising with all relevant regulatory bodies in the UK, creating a highly credible reputation and strong, collaborative relationship.
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