Senior Conduct Manager

Edenbrook; Greater London; On-site; GBP 90,000 - 120,000; Full time

Job summary

Edenbrook in London is seeking a Senior Conduct Manager to lead the development and embedding of the customer outcomes framework across underwriting operations, ensuring Consumer Duty alignment and regulatory expectations.

You will oversee product governance, delegated authority and open market activities to deliver fair value and positive customer outcomes, while developing MI and reporting for governance committees.

Qualifications

• Experience embedding FCA Consumer Duty across product design, distribution, monitoring and governance.
• Strong knowledge of FCA Conduct rules, Lloyds Principles and global equivalents.
• Proven experience in regulatory compliance focused on customer outcomes and conduct risk.

Responsibilities

• Lead the development and ongoing enhancement of the customer outcomes framework, embedding Consumer Duty principles across product design, distribution, monitoring and governance.
• Ensure customer outcomes are considered throughout the product lifecycle, including target market assessment, fair value reviews and product governance activities.
• Provide oversight and challenge to underwriting teams, Coverholders and Delegated Claims Administrators to identify, assess and mitigate customer outcome risks.
• Embed customer outcome considerations within delegated authority onboarding, renewal and oversight processes, working closely with key stakeholders.
• Develop and enhance management information and reporting to monitor customer outcomes, identify trends and support governance committee oversight.

Skills

Customer outcomes

Conduct risk

Regulatory compliance

Job description

Senior Conduct Manager opportunity with a leading specialty insurer in the Lloyd's market. You will be responsible for embedding and continuously enhancing the customer outcomes framework across underwriting operations. The role oversees product governance, delegated authority and open market business to ensure fair value and positive customer outcomes in line with FCA Consumer Duty and global regulatory expectations, supported by the development of meaningful management information and reporting.

Key Responsibilities:

• Lead the development and ongoing enhancement of the customer outcomes framework, embedding Consumer Duty principles across product design, distribution, monitoring and governance.
• Ensure customer outcomes are considered throughout the product lifecycle, including target market assessment, fair value reviews and product governance activities.
• Provide oversight and challenge to underwriting teams, Coverholders and Delegated Claims Administrators to identify, assess and mitigate customer outcome risks.
• Embed customer outcome considerations within delegated authority onboarding, renewal and oversight processes, working closely with key stakeholders across the business.
• Develop and enhance management information and reporting to monitor customer outcomes, identify trends and support governance committee oversight.
• Act as a trusted advisor to stakeholders, providing practical guidance on customer outcomes, Consumer Duty and global conduct risk requirements.

Key Skills and Experience:

• Strong understanding of FCA Conduct rules, Lloyd’s Principles, Consumer Duty, and global equivalents.
• Relevant compliance experience with a key focus on customer outcomes/ conduct risk.