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Job Description

To assist in managing the Conduct Risk elements of our International Compliance function, including the management of complaints, to ensure it meets company and regulatory expectations.

Key Responsibilities include:

To handle all aspects of complaints management including:

  • Maintaining appropriate and relevant records
  • Investigating the background and circumstances of complaints cases;
  • Liaising with business units to reach appropriate resolutions to complaints;
  • Communicating with complainants and/or their representatives both verbally and writing, keeping them informed and bringing complaints to a conclusion;
  • Assisting the Compliance Officer - Conduct Risk in any required reporting relating to complaints, both external regulatory reporting and internal reporting to our International's Boards and Committees;
  • Maintaining and updating the Complaints Handling Procedures and Complaints e-learning training module as required; and
  • Review of any FOS/regulatory papers issued covering complaints handling.
  • To assist with the completion and submission of Conduct Risk related Lloyd's and regulatory returns, as necessary.
  • Provide support to the Compliance Officer - Conduct Risk for regulatory risk assessments and requests for information, thematic reviews, and internal audits.
  • To assist in obtaining appropriate Conduct Risk related management information and incorporating this into the Conduct Risk MI reporting dashboards as well as providing appropriate analytical commentary on the MI.
  • To liaise with business units as appropriate and respond to Conduct Risk queries comprehensively and in a timely manner.
  • To assist as required in the implementation of the Complaints and Conduct Risk-related objectives detailed in the annual Compliance Plan.

Skills and Experience required:

  • Proven track record of handling complaints from first advice through to conclusion
  • Experience within the London insurance market preferred.
  • Good communication skills, both verbal and written.
  • Strong attention to detail.
  • Ability to confidently communicate with the business.
  • Ability to assimilate and interpret information with accuracy.
  • Competent in use of Microsoft Office.
  • Strong investigative and analytical skills.

Eames Consulting is acting as an Employment Agency in relation to this vacancy.