Overview

Head of Delegated Authority Complaints at Great Lakes Insurance SE.

About the company

Great Lakes Insurance SE operates from its headquarters in Munich with UK/IE branch offices and is part of the Munich Re Group. Great Lakes Insurance UK Limited (GLLS) is a subsidiary regulated by the PRA and FCA.

About the role

To lead and enhance the end-to-end oversight, governance, and continuous improvement of complaints management within the UK Delegated Authority (DA) portfolio, including delegated and direct complaints, to embed a culture of fair customer outcomes, regulatory compliance (including Consumer Duty and DISP) and ongoing improvement for both consumer and commercial customers. Work closely with MGAs, TPAs, and internal stakeholders to drive improvements to the complaints process and communicate potential product, process, and partner improvements across the value chain. Undertake additional responsibilities as required by the business or regulatory changes in the area of SME expertise.

Key responsibilities

• Complaints Oversight & Governance: Lead and evolve a robust complaints oversight framework for all DA relationships (MGA and TPA) to ensure Great Lakes complaints standards 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 direct and delegated complaints; own root cause analysis methodology and drive trend identification and action plans; ensure compliance with FCA DISP, Consumer Duty, FOS, and applicable international equivalents; manage relationships with the Financial Ombudsman Service (FOS) and other ADR bodies; prepare and submit regulatory returns within required timelines.
• Quality Assurance, Analysis & Remediation: Design and deliver high-frequency complaint file reviews and QA-driven reviews of delegated partner and direct complaints; review MI, KPIs, upheld rates, and trends; lead root cause analyses and remediation for systemic issues; escalate breaches or risks; conduct journey testing and benchmarking; contribute to remediation plans and redress schemes.
• Insight & Reporting: Own Complaints Management Information (MI) and reporting; ensure accuracy and quality of data from delegated agents; translate data into insights for Governance Committees and leadership forums; develop quarterly insight reports identifying root causes, themes, and risk exposure; feed learnings into product governance, onboarding, legal reviews, and oversight models; represent complaints in Consumer Duty and related groups; deliver training on complaints handling, DISP rules, and customer conduct expectations.
• Leadership & Team Development: Manage and oversee the DA Complaints team; design and maintain a clear team structure with defined responsibilities and segregation of duties; communicate department mission and goals; promote cross-functional collaboration; maintain internal training and development pathways; ensure staff have clear objectives aligned to Consumer Duty and business priorities; oversee the team’s performance and engagement.
• Regulatory & Conduct Requirements: Understanding responsibilities under the Senior Manager and Certification Regime; ensure compliance with Insurance Distribution Directive; satisfy regulatory reporting requirements; liaise with UK regulatory bodies and uphold Munich Re’s Code of Conduct and FCA Conduct Rules.

Skills & Qualifications

• Experience: FCA complaints and conduct standards knowledge, particularly ICOBS, PROD, DISP & Consumer Duty rules
• Analytical thinking and problem solving; insurance or financial services complaints experience
• Leadership experience in managing teams and complex stakeholder environments
• Degree or equivalent knowledge and experience; people leadership capabilities

Seniorities & Employment

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Management, General Business, and Strategy/Planning
• Industries: Insurance and Insurance Carriers

Note: This description consolidates content from the original posting and retains core information about responsibilities, qualifications, and regulatory requirements.