Conduct Customer Outcomes Manager

Are you looking to develop your career within conduct and compliance?
Come and support our team here at Markel !
What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.
Join us and play your part in something special!

The opportunity:

The role will report to the Head of Underwriting Governance and Oversight as part of the UK Underwriting Team, and will work closely with the Underwriting team and product owners, the distribution channel teams, MI and central compliance team.

This role will require the individual to help define good customer outcomes and set in place the MI to measure and report. The role will play a pivotal part in further improving customer journeys through a balance of support and challenge, whilst ensuring compliance with our regulatory standards in a 1st line role, with support from 2nd line. The role will also support in effective governance processes through the Conduct Oversight Group.

What you’ll be doing:

• Defining and monitoring adherence to good customer outcomes for the Markel UK business, across all channels; Direct, Broker, Accountant and Partnerships, and working with colleagues in our Wholesale business to ensure consistency of interpretation.

• Help define and set in place the MI reporting to evidence good outcomes.

• 1st line support for conduct and regulatory matters, with support from 2nd line.

• Supporting the UK team across all functions and channels so the framework is embedded and operating in adherence to internal policies and regulatory requirements.

• Supporting the Head of Underwriting Governance and Oversight in the management of product governance.

• Reviewing and challenging business proposals to certify that internal standards, external regulations and customer impact has been adequately considered to ensure delivery of good customer outcomes.

• Support the implementation of regulatory change; assessing the impact; collaborating closely with the Compliance function, providing guidance and recommendations; leading change to ensure compliance; and communicating effectively with key partners.

• Ensuring effective capture of management information and delivery of reporting to all relevant committees, including preparation of materials for the Conduct Oversight Group, an Executive Group overseeing Conduct within the UK business

• Responding to product governance and conduct queries.

• Working collaboratively with the wider team in building a high performing team and driving standards throughout the business.

• Managing delivery of required actions.

• Participating in other meetings as required.

Our must-haves:

• Experience in first line conduct and compliance in either an insurance carrier, an MGA or a broker based business

• A thorough knowledge of insurance regulatory regime

• Strong interpersonal and people management skills, ability to drive consensus

• Experience of interfacing with senior management and boards/ committees

• Project management methodology capability

• Strong analytical and interpretation skills

• Team orientation – it is important that the person works within the team to ensure high standards of conduct

• A track record in demonstrable ownership and delivery

• Good communication skills

• Good organisational skills

Who we are:

Markel Group (NYSE – MKL) a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

We’re all about people | We win together | We strive for better | We enjoy the everyday | We think further

What’s in it for you?

• A great starting salary plus annual bonus & strong benefits package…

• 25 days paid holiday plus Bank Holidays, with the opportunity to buy / sell extra leave

• Fantastic company pension scheme, private medical and dental cover, life assurance, travel insurance cover, income protection, season ticket loan as well as other great benefits on offer

• There are countless opportunities to learn new skills and develop in your career and we can provide the support needed to do just that!

Are you ready to play your part?

Choose ‘Apply Now’ to fill out our short application, so that we can find out more about you.

Markel celebrates the value of a diverse workforce that brings experience and expertise from a wide variety of backgrounds and life circumstances. Whatever your background, if you feel you meet the requirements of this role then we want to hear from you. We are also happy to consider candidates who are looking for flexible working patterns.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided with all reasonable accommodations to be able to participate in the job application or interview process and to perform essential job functions if successful. Please contact us via email at [email protected] or call us on +44 (0)161 507 5827to request any accommodations that may be needed. This includes any alternative formats of any documents or information on how to apply offline.