Conduct & Complaints Analyst

Conduct & Complaints Analyst

This role supports the Compliance function with a primary focus on Complaints handling and Conduct Risk . The position works closely with Underwriting, Claims and Delegated Authority partners to help ensure fair customer outcomes and compliance with Lloyd’s and regulatory requirements.

Key Duties

• Manage and oversee the complaints process
• Coordinate, maintain and analyse Conduct and Consumer Duty MI
• Carry out root cause and trend analysis on complaints
• Support escalation and reporting of complaints
• Assist with preparation of reports and papers for internal committees and Boards.
• Provide guidance to the business on conduct risk, product governance and customer outcomes, including for new or higher-risk products.
• Deliver and support conduct and complaints-related training