Senior Customer Oversight Officer

  • Permanent
  • London,

Bruin Financial

Ref: 37319
Senior Customer Oversight Officer – London

Join an esteemed London Insurer as a Senior Customer Oversight Officer and play a pivotal role in ensuring adherence to conduct risk and complaints handling regulations. We are seeking a dedicated professional with extensive experience in financial services, particularly within the insurance sector and the London Market. This is a unique opportunity to contribute to our company's commitment to maintaining the highest standards of customer oversight and regulatory compliance.

Role Purpose & Accountability: The Senior Customer Oversight Officer will support the Customer Oversight Lead and the Customer Oversight Manager by completing Fair Value Assessments of Product Portfolio, assisting in regulatory reporting, and overseeing complaints handling and customer outcomes. This role will ensure the company remains in line with Conduct Risk and Complaints Handling Regulations across all territories where the company operates.

Role Responsibilities:

  • Establish and maintain a robust Conduct framework to comply with FCA, PRA, and Lloyd’s requirements.
  • Actively participate in committees and meetings, presenting key products to stakeholders.
  • Communicate with Underwriters, Brokers, and Coverholders on conduct expectations for new and existing products.
  • Provide conduct-related MI and analysis to identify themes and trends for management.
  • Provide support and advice for product risk rating and regulatory compliance to Underwriters and other business areas.
  • Handle complaints in line with regulatory expectations and ensure timely resolution.
  • Monitor SLAs for product reviews and response to key stakeholders throughout the conduct risk process.
  • Maintain up-to-date knowledge of conduct risk and complaints requirements, industry best practice, and developments.
  • Champion company values and comply with relevant rules and regulations regarding financial crime and conduct.

Role Holder Specification:

Technical Requirements:

  • Extensive experience in Conduct Risk and Complaints handling within Financial Services.
  • Knowledge and experience of the FCA handbook, with a focus on ICOBS, PROD & DISP.
  • Extensive experience in the insurance sector, preferably within the London Market.

Desired Technical Requirements:

  • Experience working within the Insurance/London Market.
  • Exposure and awareness of wider international regulations.

Skills & Behaviours:

  • Strong analytical skills with a passion for data and trend analysis.
  • Excellent communication skills, both verbal and written.
  • Resilient and flexible personality with the ability to deliver under pressure.
  • Ability to work independently and as part of a team within tight deadlines.
  • Commitment to keeping pace with changes to legislation and regulations.

Knowledge of insurance operations, including claims/underwriting, is advantageous


Bruin recognises the positive value of diversity, and aims to promote equality and challenge unfair discrimination. As a champion of equal opportunity employment we welcome applications from all suitably qualified persons – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs. We particularly encourage applications from women, disabled, and Black, Asian and minority ethnic candidates as these groups are underrepresented throughout the financial services industry. Our clients work with us because they value a diverse workforce, and subscribe to our shared principle that all appointments are made on merit and that ability to perform the job will be the primary consideration.

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