Conduct and Operations Support Manager

Position: Conduct and Operations Support Manager

Location: Somerton, Somerset (or a Higos Insurance Branch Office location)

Salary: Negotiable + benefits

Overview

At Higos Insurance Services (part of Brown & Brown Europe) we are currently looking for a Conduct and Operations Support Manager to join the successful and welcoming broking team in Somerton the head office location (or potentially at one of the Higos office locations situated across the South West).

Higos (Brown & Brown) prides itself on being a market leading presence with a strong reputation of service and operating from multiple office locations across the South West.

Your purpose will be to assist the Managing Director and Leadership team in ensuring compliance with regulatory requirements and group policies.

This is a long term and progressive opportunity with a stable and reputable broker. You will need insurance knowledge from a broking environment and enjoy the challenge of being part of a central team.

The day to day:

• Liaise with Group Risk and Compliance building an effective working relationship.
• Act as a contact point for day to day risk and compliance matters and queries arising from all Higos offices.
• Assist the MD and Leadership team in the implementation and execution of the policies and procedures. Working with senior management, put in place appropriate action plans to mitigate risks and resolve any areas of non-adherence
• Lead the implementation of revised or new risk and compliance processes to ensure fair customer outcomes and regulatory compliance
• Co-ordinate the quarterly Management review of the risk and control registers and completion of quarterly conduct risk MI for submission
• Ensure that an appropriate file review process is in place, using the File Checker System, to demonstrate compliance with key regulatory standards. Identify key areas of concern and ensure appropriate actions are taken, including provision of feedback to relevant individuals
• Manage, investigate and resolve customer complaints giving due consideration to fair customer outcomes, regulatory and business requirements.
• Co-ordinate regular Management reviews of the conflicts of interest register, ensuring actions are in place to mitigate potential conflicts
• Identify, report and escalate regulatory breaches, loss events and systemic issues ensuring suitable remedial and preventive actions are implemented. Analyse trends and review training needs and areas for improvement
• Review customer facing documentation and communication to ensure content is clear, fair, not mis-leading and supports good customer outcomes
• Maintain the complaints register and undertake root cause analysis and identify training needs and areas for improvement
• Co-ordinate the collation of information and for the Higos regulatory submissions
• Liaise with external parties as required to facilitate audits
• Maintain the Insurer Terms of Business Register, coordinating new agency applications and agreements
• Ensure all Data Subject Access Requests (DSAR) are responded to appropriately and in accordance with required timescales. Maintain a DSAR log
• Maintain the Gifts and Hospitality log
• Initial investigation of sanctions matches. Eliminate non-matches
• Lead the maintenance of the CII Chartered status and professional qualifications administration
• As and when required undertake projects and/or provide specialist input into wider business initiatives
• Prepare monthly management reports and attend management meetings as requested

What’s on offer:

• Negotiable salary + bonuses
• Wide range of additional addon benefits and discounts (Pension, DIS, Holiday etc)
• CII Membership and CII Studies / exams paid
• Free parking (Somerton office)

Your experience:

• Demonstrable track record operating in a FCA regulated business providing or distributing products to commercial customers or consumers. Ideally general insurance.
• Working knowledge of key regulatory requirements including ICOBs, DISP, GDPR
• Strong inter-personal and leadership skills
• Effective communicator with ability to articulate requirements to a range of audiences including customers, operational staff and senior management
• Self starter, uses initiative and able to operate independently
• Attention to detail, excellent investigation and analytical skills
• Customer focused individual
• Competent user of Microsoft Applications