Conduct Risk Officer

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.