DA Customer Oversight

Together, we engage with everything we have and are, to help humankind act braver and better.
About Great Lakes Insurance SE:
As specialty provider of primary insurance services in the UK, Great Lakes London Branch ("
GLLB
") is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia.

Great Lakes Insurance UK Limited ("
GLLS
"), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role:
This role is responsible for designing, embedding, and delivering a
customer outcome monitoring framework
to ensure delegated arrangements comply with
Consumer Duty regulations
and deliver fair customer outcomes. It involves conducting customer support assessments across the delegated lifecycle and executing improvement plans. The role requires collaboration with Risk & Compliance, DA partners, and internal stakeholders to identify risks, improve service quality, and report findings to senior governance forums.

Key Responsibilities:

• Develop and own the customer outcome monitoring framework and vulnerable customer oversight.
• Ensure delegated arrangements meet Consumer Duty standards and regulatory expectations.
• Apply risk-based oversight to partners and outsourced providers.
• Conduct reviews of customer journeys, sales processes, and communications to assess fairness, clarity, and customer understanding.
• Lead thematic reviews, case-based reviews, and retrospective assessments to identify and mitigate poor outcomes.
• Contribute to formal reports (e.g., Consumer Duty Report) and present to boards, committees, and senior management.
• Promote a consumer-centric culture across the Delegated Authority (DA) Division and third parties.
• Participate in governance forums and cross-functional initiatives.
• Adapt to regulatory changes and business developments as needed.

Competencies:

• Nimble learning (we think big) – you actively learn by tackling new problems and trying out new solutions, quickly learning from both successes and failures.
• Collaborates (we lead the 'we') – you work together with others in your team, the department and wider business (where relevant) to meet shared commitments.
• Optimises work processes (we grow with our clients) – you know the most effective and efficient processes to get things done and are constantly assessing how they can be improved.
• Resourcefulness (we care and dare) – you find a way to get things done with the best use of the resources available to you, knowing when to ask for support from others, but also offering your support to others where you feel your expertise, knowledge and skills can add value.
• Communicates effectively (we are clear and authentic) – you communicate clearly and appropriately with your audience. You also share ideas, learn from others and keep stakeholders informed about progress, problems, opportunities and solutions, soliciting feedback along the way.

Key Skills & Experience:

• Detailed understanding of primary insurance products and services and experience with delegated authority is desirable.
• Excellent understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Experience in leading change, people management and delegation.
• Senior stakeholder management, report writing and presenting.

Qualifications and Educational Requirements:

• Degree level or the equivalent experience.

Thought Leaders:

• You are aware of your role (as a leader) in being able to influence your team structure and culture to promote principles of diversity and inclusion.
• You strive to continuously educate yourself on best practice for inclusive leadership.
• You demonstrate and role model inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well.
• You support a culture in which high ethical conduct is recognised, valued and embodied by all
• You treat everyone fairly and with respect.

Regulatory & Conduct Requirements:
In addition to the responsibilities set out above, the xxxx role/function will also become responsible for:

• Ensure compliance with Insurance Distribution Directive
• Ensuring compliance with Munich Re's Code of Conduct and the FCA Conduct Rules

Benefits:
You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%. We are one of the few employers to offer fully paid 6months family leave for times when you need it the most.

Diversity, Equity & Inclusion:
At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don't meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.