Delegated Authority Customer Oversight & Support Manager

Sellick Partnership Limited- In-House; City Of London; Hybrid; GBP 70,000 - 80,000; Full time

Job summary

A leading insurance firm in London seeks a Delegated Authority Customer Oversight & Support Manager to ensure compliance with Consumer Duty regulations while improving service quality. The ideal candidate will lead assessments, manage senior stakeholders, and contribute to governance reports. Benefits include hybrid working, generous holiday, and private medical insurance.

Benefits

Hybrid working 2 days in office

On-site lunches

25 days holiday + bank holidays

10% Pension Contributions

Private Medical Insurance

Qualifications

• Understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Experience within a delegated authority setting is highly desirable.

Responsibilities

• Designing, embedding, and delivering a customer outcome monitoring framework.
• Conducting customer support assessments across the delegated life cycle.
• Applying risk-based oversight to partners and outsourced providers.
• Conducting reviews of customer journeys and sales processes.

Skills

Good understanding of primary insurance products

Strong communication skills

Senior stakeholder management

Compliance experience with the Insurance Distribution Directive

Job description

Delegated Authority Customer Oversight & Support Manager

Insurance

London

£70,000 - £80,000 Depending on experience

Delegated Authority Customer Oversight & Support Manager is required to join a well known insurance company which is part of a wider global reinsurance group on a permanent basis.

This is a great opportunity for collaboration with Risk & Compliance, DA partners, and internal stakeholders to identify risks, improve service quality, and report findings to senior governance forums, shaping the customer outcome monitoring framework.

About the Delegated Authority Customer Oversight and Support Manager;

• You will be responsible for designing, embedding, and delivering a customer outcome monitoring framework, ensuring delegated arrangements comply with consumer duty regulations to deliver fair customer outcomes
• You will be conducting customer support assessments across the delegated life cycle whilst executing improvement plans
• Ensuring delegated arrangements meet Consumer Duty standards and regulatory expectations
• Apply risk-based oversight to partners and outsourced providers.
• Conduct reviews of customer journeys and sales processes to assess customer understanding
• Lead thematic reviews, case-based reviews, and assessments to identify non-standard outcomes
• Contribute to reports and governance forums, present to the board and committees where required

Experience required for the Delegated Authority Customer Oversight and Support Manager;

• Good understanding of primary insurance products and services
• Experience within a delegated authority setting is highly desirable
• In depth understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Strong communication skills required at a Senior Level with the ability to lead change, manage expectations and delegate as required
• Senior stakeholder management, report writing and presenting.
• Compliance experience with the Insurance Distribution Directive

Benefits include;

• Hybrid working 2 days in office
• On-site lunches and a newly refurbished office
• 25 days holiday + bank holidays
• Family-forward business with market-leading parental benefits
• 10% Pension Contributions
• Private Medical Insurance

Apply Now or contact Chelsey Saxon for a confidential discussion.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.