Head of Delegated Authority Complaints

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About Great Lakes Insurance SE:

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia.

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world

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About the role

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To lead and enhance the end-to-end oversight, governance, and continuous improvement of complaints management within our UK Delegated Authority (DA) portfolio, including both delegated and direct complaints, to embed a culture of fair customer outcomes, regulatory compliance (including Consumer Duty and DISP) and continuous improvement for both consumer and commercial customers

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You will work closely and collaboratively with MGAs, TPAs and internal stakeholders, utilising effective use of complaint data and review results including audits and quality assurance, to drive improvements to the complaints process (in house and at delegated partners) and identify and communicate potential product, process, and partner improvements across the value chai

n.In addition, the function will undertake any further responsibilities, as requested or required by the business, or as are required due to the emergence of new and developing regulatory requirements in the area of SME expertis

e.

Key Responsibilit

ies:1. Complaints Oversight & Govern

• anceLead and evolve a robust and fit for purpose complaints oversight framework for all DA relationships (MGA and TPA) engaging with delegated partners to ensure that the Great Lakes complaints standards and expectations are understood and
• metOversee internal and delegated complaint handling processes (live, run-off, sub-delega
• ted)Maintain and enhance policies, procedures, reporting standards, and control frameworks for both direct and delegated complai
• nts.Own root cause analysis methodology applicable to complaints, and drive consistent application of root cause analysis, trend identification, and action plans to improve customer outcomes and reduce repeat complai
• nts.Ensure compliance with FCA DISP, Consumer Duty, FOS expectations, and applicable international equival
• entsOwn the relationship, and act as the key liaison with the Financial Ombudsman Service (and ADR bodies), co-ordinating responses and learning from FOS outcomes (incl. Ombudsman News, case decisions, data and insight publications) including oversight of FOS responsiveness and fee payments within the delegation ch
• ain,Prepare and submit regulatory returns within required timelines, and ensure local returns are routed appropria

tely
2. Quality Assurance, Analysis & Remedi

• ation
  Design, plan and deliver high-frequency complaint file reviews and thematic QA-driven reviews of both delegated partner complaints and directly handled compl
• aints.Review complaint MI, KPIs, upheld rates, and trends across MGAs, TPAs and internal fun
• ctionsLead structured root cause analysis and remediation efforts for systemic
• issuesEscalate breaches, unresolved themes, or product risks to the appropriate governance
• forumDesign and undertake complaints journey testing, calibration sessions, and benchmarking exercises with complaint ha
• ndlersContribute to remediation plans and consult on expected redress schemes. Lead thematic complaint reviews where req

uired.
3. Insight & In

• fluence
  Own Complaints Management Information (‘MI’) and re
• porting.Ensure the accuracy and quality of complaints data from delegated agents, collaborating with subject matter experts to address any
• issues.Use MI to proactively adjust oversight and controls intensity and identify remediation needs and
• actions.Translate complaint data into actionable insights and storytelling for applicable Governance Committees an
• d ForumsOwn and lead the development of quarterly insight reports identifying root causes, themes, and risk
• exposureActively feed complaint learnings into product governance, onboarding, legal reviews, and oversigh
• t modelsRepresent the complaints function in Consumer Duty, Virtual Client Teams, and Data Champio
• n GroupsDeliver training and guidance to internal and external stakeholders on complaints handling, DISP rules, and customer conduct expectations when r

equired.
4. Leadership & Team De

• velopmentManage and oversee the performance of the DA Complaints team in its delivery of the teams missions, goals and ob
• jectives.Design and maintain a clear and effective team structure, including the definition and alignment of sub-teams within th
• eir area.Ensure all employees under their leadership have defined responsibilities and clear segregation of duties and a clear contribution to the broader goals of the
• function.Communicate the department mission, goals and responsibilities and promote the team activities to the wider Great Lakes busine
• ss teams.Foster and ensure the team operates with clear accountability, clarity of roles, and cross-functional collaboration within and beyond
• the team.Maintain a strong internal training model for complaint handling standards across the D
• A networkEnsure development pathways and continuous learning are in place, and design and embed competency standards for delegated complaint handlers, that are defined, tested, and
• evidencedUndertake any other duties that fall within the remit of the Delegated Authority Complaints function, including activities arising through business developments, regulatory changes, or as reasonably requested by senior le
• adership.Monitor and respond to regulatory developments, competitor practices, and industr
• y trends.Ensure team members have clear objectives aligned to Consumer Duty and business pr

iorities.
5. Direc

• t HandlingEnsure all complaints are management in accordance with regulatory rules and standards, and when applicable internal conduct risk and consumer duty f
• rameworks.Respond to executive complaints (i.e. those made to Senior

Managers)
Co

mpetencies:Strategic mindset (we think big) – you look, plan and move into the future with clear intentions and purposeful actions, seeking regular feedback, that allows you to make decisions today that will lead the business towards its future c

ommitments.Ensures accountability (we lead the ‘we’) – you hold yourself and others accountable to take responsibility and meet commitments, creating a culture where people own their decisions and actions and appreciate how they contribute to the team/organisation c

ommitments.Managing complexity (we grow with our clients) – you make sense of complex and sometimes contradictory information to effectively solve problems, learning and sharing alo

ng the way.Sponsors work (we care and dare) – you know when to lead and when to let others lead, providing direction and delegating to others, empowering and trusting them to achieve their commitments. Develops talent (we care and dare) – you develop the team to meet their career ambitions, building capability at an individual and organisational level, preparing them for future opportunities. You discuss feedback and development regularly and promote a diverse and inclusive

workforce.Being resilient (we are clear and authentic) – setbacks are unavoidable; however, you recover quickly, seek feedback, learn and unlearn and move forward with courage and

c

ommitment. Key Skills &

• Experience:FCA complaints and conduct standards knowledge, particularly ICOBS, PROD, DISP & Consumer
• Duty rulesCustomer
• OrientationAnalysis / Prob
• lem SolvingInsurance (or Financial Service) complai
• nt handlingManagin

g

/ leading Desired Qualifications and Educational

Background:Degree or equivalent knowledge and

experience Peop

le Leaders:You are aware of your role (as a leader) in being able to influence your team structure and culture to promote principles of diversity and

inclusion.You strive to continuously educate yourself on best practice for inclusive

leadership.You demonstrate and role model inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive cultu

re as well.You support a culture in which high ethical conduct is recognised, valued and embo

died by allYou treat everyone fairly and wi

t

h

respect. Regulatory & Conduct Re

quirements:In addition to the responsibilities set out above, the xxxx role/function will also become respon

• sible for: Understanding the responsibilities and adhering to the requirements of undertaking a regulated role under the Senior Manager and Certifica
• tion RegimeEnsure compliance with Insurance Distributio
• n DirectiveSatisfying all regulatory reporting requirements in collaboration with the reporti
• ng functionLiaising with all relevant regulatory bodies in the UK, creating a highly credible reputation and strong, collaborative relationship [insert any prescribed respon
• sibilities]Ensuring compliance with Munich Re’s Code of Conduct and the FCA Co