Global Complaints Lead: Root Cause & Stakeholder Advocate

Canopius Group; Manchester; Sur place; GBP 60 000 - 85 000; Plein temps

Résumé du poste

Canopius Group in Manchester is seeking an experienced Complaints Lead to oversee the Global Complaints process across 50 insurance products. You will act as the subject matter expert on complaints, collaborating with DCAs, Coverholders, and internal claims and underwriting teams to ensure full adherence to our commitment to treat customers fairly.

You will use root cause analysis and stakeholder management to address issues where claims handling or policy wordings fall short, and you will be

Qualifications

• Experience in complaints handling and regulatory processes.
• Understanding of Lloyd’s complaint flows and external oversight.
• Ability to interpret complex policy wordings across insurance products.

Responsabilités

• Act as the key focal point for complaint queries from internal and external stakeholders.
• Manage a portion of CNP CH and DCAs with regular engagement and performance reviews to ensure compliance.
• Provide oversight of complaints handling across multiple jurisdictions.
• Undertake complaints audits and/or deliver training for external stakeholders where appropriate.
• Handle complaints received directly by Canopius or via delegated partners.
• Review root causes and challenge decisions to improve customer outcomes.
• Collaborate with delegated authorities to apply Lloyd’s/Ombudsman learnings to improve performance.

Connaissances

Complaints handling

Lloyd's processes

Root Cause Analysis

Stakeholder mgmt

Regulatory environment

Insurance terminology

Description du poste

Canopius Group in Manchester is seeking an experienced Complaints Lead to oversee the Global Complaints process across 50 insurance products. You will act as the subject matter expert on complaints, collaborating with DCAs, Coverholders, and internal claims and underwriting teams to ensure full adherence to our commitment to treat customers fairly.

You will use root cause analysis and stakeholder management to address issues where claims handling or policy wordings fall short, and you will be