Conduct & Complaints Manager

This is an opportunity to join Ascot Group - one of the world’s preeminent specialty risk underwriting organizations.

Designed as a modern-era company operating through an ecosystem of interconnected global operating platforms, we’re bound by a common mission and purpose: One Ascot. Our greatest strength is a talented team who flourish in a collaborative, inclusive, and entrepreneurial culture, steeped in underwriting excellence, integrity, and a passion to find a better way, The Ascot Way.

The Ascot Way guides our people and our organization. Our underwriting platforms collaborate to find creative ways to deploy our capital in a true cross-product and cross-platform approach. These platforms work as one, deploying our capital creatively through our unique Fusion Model: Client Centric, Risk Centric, Technology Centric.

Built to be resilient, Ascot maximizes client financial security while delivering bespoke products and world class service — both pre- and post-claims. Ascot exists to solve for our clients’ brightest tomorrow, through agility, collaboration, resilience, and discipline.

Job Purpose:

To adopt a commercial, pragmatic approach, aligned to and working alongside Ascot’s Business stakeholders, providing support and advice where required on a range of conduct risk, consumer duty and complaints issues.

To have overall responsibility of the oversight, maintenance and development of Ascot’s conduct risk, consumer duty and complaints framework, including all related management, reporting, and regulatory requirements. 

Managing the Conduct & Complaints Team, ensuring regulatory and reporting requirements, both internal and external, are met and the annual Conduct & Complaints Monitoring Plan is executed.

Detailed Duties:

General responsibilities

• Responsibility for managing, supervising and overseeing the Conduct & Complaints Team. This includes: 

  • Ensuring work is completed in timely manner and to a high quality;

  • Holding regular team meetings;

  • Providing ongoing feedback and development to the Team;

  • Appropriately delegating and distributing work; and

  • Completing annual appraisals and assessments.

• Overseeing Ascot’s Conduct, Consumer Duty and Complaints Frameworks. This includes: 

  • Reviewing and updating all related policies and procedures;

  • Drafting new policies/procedures where required;

  • Ensuring adherence to regulatory requirements, including Lloyd’s of London and the FCA.

• Providing regular reporting on conduct risk, consumer duty and complaints issues. This includes responsibility for FCA and Lloyd’s of London returns and submissions, including RMAR, Eligible Complainants and other reports. 

• Assisting and developing a positive conduct, consumer duty and complaints culture within Ascot. This includes advising, training, supporting and working with the Delegated Authority Management Team, Claims, Underwriters and other stakeholders to ensure:

  • All related deadlines are met.

  • Appropriate training and education are completed.

  • Notifications made to Lloyd’s of London and FCA where appropriate;

  • Any matters escalated where required;

  • Commercial and pragmatic resolutions are reached; and

  • Ascot’s consumers, customers and clients are kept at the heart of our business. 

Consumer Duty

• Having regular meetings with Ascot’s Consumer Duty Champion. Providing the necessary updates, information and feedback to the Champion as required.

• Drafting and compiling the annual Consumer Duty attestation and obtaining Board approval. 

• Ensuring Ascot is fulfilling its Consumer Duty obligations, meeting the Outcomes and that this is being evidenced and reported. 

• Attending monthly and/or quarterly Product Review Panel and Product Oversight Group meetings. Where required, attending relevant external groups, such as Lloyd’s of London, the LMA or others. 

Conduct Risk

• Maintaining and developing the Conduct Risk Dashboard. Producing monthly and/or quarterly Conduct & Complaints MI pack for management review. 

• Working closely with key internal stakeholders including the MI Development Team, Data Teams, Delegated Authority Management Team and others to obtain and present data. 

• Oversight and responsibility for Ascot’s conduct processes including Conduct Pre-Bind Questionnaires, Fair Value Assessments and general contract reviews. 

• Monitoring the Conduct Queries inbox and ensuring agreed response times and deadlines are met.

• Joining the Delegated Authority Management Team to attend regular meetings with the Lloyd’s of London Market Oversight & Delivery Team. Answering queries and responding to information requests as required. 

• Working with and assisting Ascot stakeholders to ensure the Business continues to meet all Lloyd’s Oversight Principles. 

Complaints

• Maintaining oversight of the Complaints process at Ascot. This includes acting as the single point of contact for all complaints, making sure all communications sent in are in accordance with relevant deadlines and contain all appropriate wording. 

• Meeting, working with and providing feedback to Ascot’s Delegated Complaints Administrators. 

• Compiling MI, data and performing root cause complaint analysis where required.

• Working closely with the Complaints Handling Associate, Claims, Underwriters and other key stakeholders, to ensure there is appropriate education and responsiveness to complaints issues. 

• Monitoring Ascot’s Complaints inbox and responding to queries in a timely manner. 

Additional Details/Other:

• Ad-hoc workstreams or projects as determined by the Head of Compliance. 

• Assist with various Ascot internal project group(s), especially those with a conduct, delegated authority or an underwriting element, to help progress the project(s) and ensure key regulatory issues are considered and actioned.

Please be aware that Ascot Group’s job opportunities will be posted on our official careers page. All official communication comes from @ascotgroup.com email addresses, if you receive a job offer or recruitment communication from Ascot Group that you suspect might be fraudulent, do not hesitate to contact us directly to verify its legitimacy. We will never ask for payment or sensitive personal information during any stage of the recruitment process. Your privacy and trust are of utmost importance to us, and we strive to ensure that you have a positive experience with Ascot Group.

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