Commercial Insurance QA & Compliance Manager

Bionic; Greater London; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Private healthcare cover

Employee Assistance Programme

25 days annual leave

Lifecycle of rewards and recognition

Job summary

Bionic in London Liverpool Street is seeking a Quality Assurance & Compliance Manager (Commercial Insurance) to drive compliant growth and improve sales performance. You’ll uplift broker capability, coach teams, and ensure quality across calls, files, and customer journeys.

Based on probation, you’ll gain full support for your CII studies and join an apprenticeship programme to build your insurance expertise.

Qualifications

• Experience in broker distribution, sales coaching, QA / Compliance.
• Expertise in Commercial SME Insurance with strong understanding of broker processes in a tele sales environment.
• Proven track record in developing broking and sales capability in a compliant manner.
• Strong understanding of Consumer Duty, FCA expectations and relevant controls.
• Analytical mindset to interpret MI, identify patterns and translate QA data into practical coaching and process changes.
• Ability to build strong relationships with the operations team and sales leadership to act as a trusted advisor to sales areas.
• Process improvement focus to investigate root cause analysis and define appropriate solutions.
• Exceptional written and oral communication skills.
• Progress towards relevant qualifications such as CII is preferred.

Responsibilities

• Develop broker capability and coaching.
• Run monthly coaching cycles – reviewing broker calls and files and delivering structured feedback.
• Design and deliver learning on objection handling and creating good customer outcomes.
• Partner with sales leaders and compliance teams to ensure conversation diagnostics and good broking practice is maintained across teams.
• Quality Assurance
• Conduct risk based reviews following call listening and post call audits to defined standard.
• Monitor and align action planning to regulatory compliance reviews.
• Document findings and remediation where issues have been identified.
• Maintain an audit trail for regulatory reviews.
• Continuous Improvement and Governance.
• Chair monthly quality and coaching huddle – agree top themes and feedback to sales operations.
• Work with Technical and Compliance to approve wording and guardrails.
• Work with Technical Controls team to ensure brokers are following procedures and asking the right questions to fully understand the risk.
• Complying with regulatory requirements, including Data Protection and FCA guidance, as well as adhering to governance and control framework

Skills

QA / Compliance

Commercial SME Insurance

Broker processes

Coaching

Consumer Duty

MI analytics

Relationship building

Root cause analysis

Communication skills

CII studies (preferred)

Education

CII qualification in progress

Job description

Bionic in London Liverpool Street is seeking a Quality Assurance & Compliance Manager (Commercial Insurance) to drive compliant growth and improve sales performance. You’ll uplift broker capability, coach teams, and ensure quality across calls, files, and customer journeys.

Based on probation, you’ll gain full support for your CII studies and join an apprenticeship programme to build your insurance expertise.