DA Customer Operations & Support Manager

ERGO Group AG; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A prominent insurance company is seeking a DA Customer Operations & Support Manager in London. The successful candidate will oversee product governance, ensuring compliance with regulations and effective collaboration with stakeholders. Ideal candidates will possess strong communication and analytical skills, with a background in underwriting or audit and hold relevant qualifications. A competitive compensation package is offered along with generous benefits including private medical insurance and family leave.

Benefits

Competitive compensation package

25 days annual leave

Private medical insurance

Employers' contributory pension of 10%

Fully paid 6 months family leave

Qualifications

• Strong communication skills and ability to work in dynamic teams.
• Passion for underwriting oversight goals in collaboration with stakeholders.
• Understanding relevant regulations impacting Great Lakes business.

Responsibilities

• Support the annual review schedule for products.
• Organise reports and feedback for stakeholders from product reviews.
• Develop new products ensuring necessary skillsets are included.
• Track actions and reports to committees regarding product performance.

Skills

Strong communication skills

Strong analytical abilities

Organisational skills

Knowledge of regulatory regimes

Experience in underwriting or audit

Education

University degree or insurance qualifications

Job description

DA Customer Operations & Support Manager

Company
Great Lakes Insurance SE
Location
London, United Kingdom

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:

The DA Product Governance Specialist will be part of a small team responsible for approving, monitoring and reviewing insurance products to ensure they fulfil our regulatory obligations and provide good customer outcomes. They will be responsible for ensuring that the DA Product Team work closely with existing teams in the development, approval and monitoring and reviewing of products underwritten by Great Lakes. They will liaise with relevant stakeholders throughout the Great Lakes organisation to assist in the development and approval of new products and monitor products to ensure that they adhere to the respective regulatory frameworks and ensure that internal processes and documentation within the team also match requirements.

Key Responsibilities:

• Support the annual review schedule for all Great Lakes manufactured/co-manufactured products taking into account the regulatory demands in the UK.
• Organise the written report and the feedback to the various stakeholders arising from the review, document the feedback and monitor the outcomes of the review, ensuring that recommendations are achieved within the timeframes.
• Work with partners to develop new products, ensuring that we bring the necessary skillsets from the Underwriting and Products team to help with the approval and growth of products under the Great Lakes brand.
• Work with the team to ensure that any new products and any changes to existing products follow the POG framework in order to be approved by the Global Underwriting and Product Committee.
• Monitor the development of new and existing products to ensure they perform within the required metrics. Respond to any product related queries. Work with the Product Governance manager on the product reviews and report findings of product reviews to relevant Boards, Committees and Senior Management as required and track actions to completion.
• To help produce, and challenge of, product governance metrics and MI and present these to relevant Boards, Committees and Senior Management as required.
• To help maintain and update all related conduct and compliance policies and support the testing, monitoring and challenge of relevant processes. Ensure internal stakeholders have an understanding of product governance requirements across the business and accomplish training when required.
• To manage the agent financial promotions referral process for UK Agents.
• Collaborate with colleagues across the Underwriting and Product team and beyond to support internal and regulatory oversight requirements. To keep informed of product-related changes in regulation and provide feedback to the product team/internal stakeholders.

Key Skills & Experience:

• Strong communication skills and ability to interact in Group project teams and cross-divisional project teams in a dynamic environment.
• Passion to strive for Great Lakes underwriting oversight goals together with a diverse set of stakeholders.
• Strong analytical abilities and organisational skills. Ideally, knowledge of Munich Re Group organisation.
• Understanding of the relevant regulatory regimes that impact Great Lakes business.
• Previous review experience and/or underwriting or audit experience beneficial and experience in wordings and contracts would be useful.

Qualifications and Educational Requirements:

• University degree or insurance qualifications.
• Business English essential and knowledge of a European second language beneficial.

Regulatory & Conduct Requirements:

• Ensure compliance with FCA PROD 4 requirements.
• Satisfying all regulatory reporting requirements in collaboration with the reporting function.
• Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules.

We offer 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 6 months family leave for times when you need it the most.

Diversity, Equity & Inclusion: