Description
The Role:
Responsible for the management of the Complaints team who oversee the Global Complaints process across 50 insurance products. Act as the subject matter expert on complaints issues; ensuring the team is functioning efficiently and working within our requirements set by Lloyd’s and the Regulators. Working closely with DCAs, Coverholders and internal claims and underwriting staff to ensure full adherence to our complaint handling responsibilities; identify and address any issues where our claims handling or policy wordings do not meet our overarching commitment to treat customers fairly; act as a key contact point for the Complaints Team and Head of Customer outcomes at Lloyd’s.
Responsibilities will include:
- Management responsibility for 10 direct reports
- Responsible for the management of a proportion of CNP CH and DCAs, holding regular engagement meetings, performance discussions, improvement calls to ensure they are compliant will requirements
- Provide effective oversight and performance monitoring of the Group Complaints metrics for Canopius, ensuring full compliance
- Ensuring adherence to FCA DISP rules and requirements.
- Where appropriate undertake Complaints audits and/or provide Complaints training for internal and external stakeholders
- Responsible for the effective oversight and review of Complaints policies to ensure they are appropriate at Onboarding or annual review
- Act as the key escalation point for Complaint queries from internal and external stakeholders
- Where required register and handle complaints received directly by Canopius or where our delegated partners are not authorised to do so
- Review and investigate the root cause of complaints to challenge internal and external parties decisions and processes where appropriate, applying improvement actions to generate better outcomes for our customers
- Make evidence-based, accountable decisions and liaise closely with the complaints team at Lloyd’s
- Generate reporting as required e.g. UK ExCo, Lloyd’s Principle attestations
- Attend regular meetings with Lloyd’s to ensure positive working relationship
- Define strategic priorities for the team and work to improve processes and team efficiency where required
Skills:
- Good communicator, able to convey the message appropriately and ensure it is understood by the audience (at all levels, including regulators where appropriate and the Lloyd’s complaints team.)
- People management experience
- Ability to interpret policy wordings and technical insurance terminology across a variety of insurance products.
- Understanding of and experience in complaints handling and the Lloyd’s complaints processes
- The ability to build strong working relationships, both internally and with a range of external stakeholders including regulators and Lloyd’s
- Strong organisation skills; ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines.
- Experience of working in a regulated environment
