Conduct Risk Officer

JR United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

A growing Lloyd's MGA is seeking a Conduct Risk Officer to enhance its Compliance team. This role involves leading the oversight of customer complaint handling, ensuring compliance with regulatory standards, and developing a customer-centric conduct risk framework. The ideal candidate will have over four years of experience in conduct risk or complaints management, particularly within the insurance sector. Join this dynamic team to promote a culture of transparency and continuous improvement, making a significant impact on customer outcomes and product fairness.

Qualifications

• 4+ years of experience in conduct risk or complaints management.
• Strong understanding of FCA DISP and Consumer Duty regulations.

Responsibilities

• Lead conduct risk oversight of customer complaint handling.
• Ensure compliance with regulatory standards in complaint handling.

Skills

Conduct Risk Management

Complaints Management

Regulatory Compliance

Data Analysis

Stakeholder Management

Tools

CareSmart

Job description

Social network you want to login/join with:

Arthur is working with a growing Lloyd's MGA as they look to expand the Compliance team by adding a Conduct Risk Officer to their team.

Key Duties:

1. Lead the conduct risk oversight of customer complaint handling across the organisation.
2. Monitor trends, root causes, and emerging risks from complaints data.
3. Ensure all complaint handling complies with regulatory standards and internal policies.
4. Identify, assess, and escalate conduct risk issues related to customer outcomes, product fairness, and staff behaviour.
5. Assist in developing and embedding a conduct risk framework with an emphasis on customer-centric outcomes.
6. Provide assurance on the fair treatment of customers through reviews, audits, and thematic assessments.
7. Contribute to the design and implementation of conduct-related policies and procedures.
8. Promote a culture of transparency, accountability, and continuous improvement.

Qualifications & Experience:

• Strong understanding of the Lloyd's complaints process and familiarity with complaints management tools such as CareSmart.
• 4+ years of experience in conduct risk, complaints management, compliance, or operational risk roles within Insurance, preferably Lloyd's.
• In-depth knowledge of relevant regulations (e.g., FCA DISP, Consumer Duty, Treating Customers Fairly).
• Proven ability to analyse data and trends to support decision-making.
• Excellent communication, presentation, and stakeholder management skills.