Conduct Manager

Conduct Manager opportunity with a leading specialty insurer in the Lloyd’s market, responsible for embedding 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.

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