Complaints & Consumer Duty Lead

Who We Are

SiriusPoint is a specialty underwriter providing solutions to clients and brokers around the world. Bermuda-headquartered with offices in New York, London, Stockholm and other locations, we are listed on the New York Stock Exchange (SPNT). We have licenses to write Property & Casualty and Accident & Health insurance and reinsurance globally. Our offering and distribution capabilities are strengthened by a portfolio of strategic partnerships with Managing General Agents and program managers. With over $3.0 billion total capital, SiriusPoint’s operating companies have a financial strength rating of A from AM Best, Fitch and S&P, and A3 from Moody’s.

Join Our Team  

We are seeking a dedicated and detail-oriented UK Complaint & Consumer Duty Lead to join our team. The successful candidate will be responsible for managing complaints, ensuring compliance with Consumer Duty regulations, and maintaining high standards of customer service. This role involves close collaboration with our Delegated Partners and various internal teams to ensure effective complaint handling and continuous improvement in our processes. This role will report directly to the Global Chief Compliance Officer, SiriusPoint.

 

Your responsibilities will include the following:

Complaints Management

• Consolidate and maintain complaints data in a central location for accuracy and accessibility.
• Foster relationships with Delegated Partners' Complaints Teams through quarterly meetings to discuss issues and align complaint handling procedures.
• Develop and deliver training for Delegated Partners to enhance understanding and consistency in complaint resolution.
• Conduct sample reviews of complaints handling procedures to ensure compliance with regulations and internal standards.
• Perform Root Cause Analysis for Financial Ombudsman Service cases and implement corrective actions to prevent recurrence.
• Analyze and report complaints data to support decision-making and continuous improvement.
• Execute formal audits of Delegated Partners' complaints handling processes to ensure adherence to procedures and regulatory expectations.

Consumer Duty

• Analyze Consumer Duty data and report findings to the Product Oversight Group (POG), Conduct and Governance Committee (CGC), and Compliance/Risk functions for informed decision-making and regulatory compliance.
• Provide training on Consumer Duty obligations and Senior Persons and Teams (SPT) expectations to internal staff and Managing General Agents (MGAs).
• Conduct Fair Value Assessments (FVAs) and annual reviews of MGA products to ensure they deliver fair value to customers.
• Perform quarterly mystery shopper purchases to assess the customer journey and identify areas for improvement.
• Review policy wording and customer-facing materials from a consumer perspective during onboarding and every two years.
• Engage in quarterly meetings with MGA Consumer Duty leads to discuss ongoing issues and initiatives.
• Conduct internal audits of MGAs' Consumer Duty processes and document findings.

Global Compliance Support

• Support the Global Compliance team on key strategic and regulatory initiatives beyond the core responsibilities of Complaints and Consumer Duty.
• Contribute to cross-functional compliance projects, providing subject matter expertise and execution support where required.
• Collaborate with global stakeholders to help deliver priority initiatives, strengthen governance, and drive consistency across the compliance function.

 

 

Your Skills and Abilities Should Include:

• 5+ years' experience in a Conduct Risk role within the insurance industry.
• Expertise in managing conduct risk, regulatory requirements, and best practices.

• Strong understanding of UK laws, regulatory requirements, and the FCA framework, including Consumer Duty and the DISP handbook.

• Proven experience leading a complaints function within a regulated financial services firm.
• Proven ability to develop and implement effective risk management strategies.
• Experience in the insurance market, preferably within the Lloyd's of London framework.
• Strong commercial acumen and pragmatic problem-solving skills.
• Excellent interpersonal skills and a track record of building relationships with key stakeholders.
• Proven leadership experience with the ability to manage and mentor a team.

 

Please find our EU/UK Job Applicant policy: Job-Applicants-Privacy-notice.pdf

 

United behind common goals

At SiriusPoint we work as one team across our global business, and we unite that team behind common goals, understanding the positive impact we can all make at SiriusPoint. We aim to retain and attract great people, knowing they can achieve a rewarding and enriching career.

Our Purpose is to provide security and resilience in an uncertain world.

Our Vision is to be recognized as a best-in-class underwriter utilizing deep risk capabilities to protect our customers. Blending our talent, expertise, and data to provide intelligent risk solutions.

Our culture is one of performance and accountability. Our people are our experts, and you will be empowered to apply your expertise in a supportive, collaborative and purposeful environment.

Our Values are at the heart of our business, and which guide everyday actions and decision making.

• Integrity: Integrity, respect and trust are our core principles
• Customer Focused: Our customers are the reason we exist
• Solution Driven: Creating solutions is our mindset
• Diversity: Diversity, inclusion and allyship make us stronger
• Collaboration: Collaboration drives outperformance

 

Why Should You Join SiriusPoint?
Our people are our experts, and from day one you will be empowered to apply your expertise in a supportive, collaborative, and purposeful environment. Our Values - Integrity, Customer Focused, Solution Driven, Diversity, and Collaboration - are at the heart of our business, and they guide our everyday actions and decision making. We also unite our global team behind common goals, ensuring you can make a meaningful impact.

 

We Achieve More Together
At SiriusPoint, we know that diversity, inclusion and allyship make us stronger. We value and are committed to supporting the unique voices, backgrounds, cultures, lifestyles, and contributions of the diverse global employee base that make up our business.

We know that a diverse and equitable culture, where all voices are included and heard, is critical to our success as an employer. We are committed to developing our DE&I strategy to ensure that SiriusPoint remains a supportive and empowering place of work.

 

We are unable to sponsor or take over sponsorship of an employment visa at this time.