Arthur are working with a growing Lloyd's MGA as they look to expand the Compliance team by adding a Conduct Risk Officer to their growing function.
Key Duties:
* Leading the conduct risk oversight of customer complaint handling across the organisation.
* Monitoring trends, root causes, and emerging risks from complaints data.
* Ensuring all complaint handling complies with regulatory standards and internal policies.
* Identifying, assessing, and escalating conduct risk issues relating to customer outcomes, product fairness, and staff behaviour.
* Assist in developing and embedding a conduct risk framework with emphasis on customer-centric outcomes.
* Provide assurance on fair treatment of customers through reviews, audits, and thematic assessments.
* Contributing to the design and implementation of conduct-related policies and procedures.
* Promoting a culture of transparency, accountability, and continuous improvement.
Qualifications & Experience:
* A strong comprehension of the Lloyd's complaints process and working knowledge of complaints management tools such as CareSmart.
* 4+ years of experience in conduct risk, complaints management, compliance, or operational risk roles within Insurance - with a strong preference for Lloyd's.
* Strong understanding of relevant regulations (e.g., FCA DISP, Consumer Duty, Treating Customers Fairly).
* Proven ability to analyse data and trends to inform decision-making.
* Excellent communication, presentation, and stakeholder management skills.