Title:  Head of Delegated Authority Complaints

Together, we engage with everything we have and are, to help humankind act braver and better.

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.

About the role:

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. 

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 chain. 

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 expertise. 

Key Responsibilities:

1. Complaints Oversight & Governance

• Lead 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 met 
• Oversee internal and delegated complaint handling processes (live, run-off, sub-delegated) 
• Maintain and enhance policies, procedures, reporting standards, and control frameworks for both direct and delegated complaints.  
• 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 complaints.  
• Ensure compliance with FCA DISP, Consumer Duty, FOS expectations, and applicable international equivalents 
• Own 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 chain,  
• Prepare and submit regulatory returns within required timelines, and ensure local returns are routed appropriately 

2. Quality Assurance, Analysis & Remediation 

• Design, plan and deliver high-frequency complaint file reviews and thematic QA-driven reviews of both delegated partner complaints and directly handled complaints. 
• Review complaint MI, KPIs, upheld rates, and trends across MGAs, TPAs and internal functions 
• Lead structured root cause analysis and remediation efforts for systemic issues 
• Escalate breaches, unresolved themes, or product risks to the appropriate governance forum 
• Design and undertake complaints journey testing, calibration sessions, and benchmarking exercises with complaint handlers 
• Contribute to remediation plans and consult on expected redress schemes. Lead thematic complaint reviews where required.  

3. Insight & Influence 

• Own Complaints Management Information (‘MI’) and reporting.   
• 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 and Forums  
• Own and lead the development of quarterly insight reports identifying root causes, themes, and risk exposure 
• Actively feed complaint learnings into product governance, onboarding, legal reviews, and oversight models 
• Represent the complaints function in Consumer Duty, Virtual Client Teams, and Data Champion Groups 
• Deliver training and guidance to internal and external stakeholders on complaints handling, DISP rules, and customer conduct expectations when required.  

4. Leadership & Team Development

• Manage and oversee the performance of the DA Complaints team in its delivery of the teams missions, goals and objectives.
• Design and maintain a clear and effective team structure, including the definition and alignment of sub-teams within their 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 business 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 DA network 
• Ensure development pathways and continuous learning are in place, and design and embed competency standards for delegated complaint handlers, that are defined, tested, and evidenced  
• Undertake 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 leadership. 
• Monitor and respond to regulatory developments, competitor practices, and industry trends. 
• Ensure team members have clear objectives aligned to Consumer Duty and business priorities. 

5. Direct Handling 

• Ensure all complaints are management in accordance with regulatory rules and standards, and when applicable internal conduct risk and consumer duty frameworks.  

• Respond to executive complaints (i.e. those made to Senior Managers) 

Competencies:

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 commitments.

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 commitments.

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

Key Skills & Experience:

• FCA complaints and conduct standards knowledge, particularly ICOBS, PROD, DISP & Consumer Duty rules  
• Customer Orientation  
• Analysis / Problem Solving  
• Insurance (or Financial Service) complaint handling  
• Managing / leading

Desired Qualifications and Educational Background:

Degree or equivalent knowledge and experience

People 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 culture as well.

You support a culture in which high ethical conduct is recognised, valued and embodied by all

You treat everyone fairly and with respect.

Regulatory & Conduct Requirements:

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

• Understanding the responsibilities and adhering to the requirements of undertaking a regulated role under the Senior Manager and Certification Regime
• Ensure compliance with Insurance Distribution Directive
• Satisfying all regulatory reporting requirements in collaboration with the reporting function
• Liaising with all relevant regulatory bodies in the UK, creating a highly credible reputation and strong, collaborative relationship  [insert any prescribed responsibilities]
• Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules

Benefits:

You will be rewarded with a great compensation package, on target bonus, 25 days annual leave with the option to purchase more along with private medical insurance and employers' contributory pension of 10%. We are one of the few employers to offer fully paid 6months family leave for times when you need it the most. 

Diversity, Equity & Inclusion:

At Munich Re, embracing the power of differences is at the core of who we are. We believe diversity fosters resilience and innovation and enables us to act on our purpose of helping humankind act braver and better. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.