Job Description

The Role:

The primary purpose of this role is to provide support, guidance, and oversee daily operations for both international and domestic complaints received by Canopius and their representatives. The role will be responsible for managing complaints operationally across all jurisdictions, ensuring requests, issues, and escalations are handled smoothly, and ensuring accurate information is captured to support the efficient running of the function. Strong internal and external stakeholder management is essential.

Responsibilities will include:

• Be responsible for daily operational activities for complaints handling across multiple jurisdictions worldwide. Examples of this include ensuring we have an accurate record of complaints, monitoring regulatory deadlines are working with stakeholders to ensure they are met and being the Subject Matter Expert (SME) for complaint related queries.
• Work closely with Lloyd's globally to keep communication clear and smooth. Make sure we're aligned on market requirements, share updates, and handle any queries or issues promptly.
• Provide oversight and assistance to the team and wider business on regulatory complaint requirements for international and domestic complaints.
• Oversee case progress and support our appointed complaint handlers in meeting deadlines, ensuring we are meeting the expected quality standards.
• Actively participate in Root Cause Analysis alongside the teams Complaints Analysts, to identify issues impacting timely resolution and compliance with regulatory deadlines.
• Lead quality assurance reviews of delegated claims authority (DCA) partners to ensure adherence to Lloyd's requirements. Monitor performance metrics specific to identification / logging / responding to complaints, identify gaps, and work with the Complaints Analyst's to implement corrective actions.
• Maintain excellent communication with team members, management, and both internal and external stakeholders.
• Develop complaint handling knowledge across all jurisdictions and keep the wider team informed of regulatory changes.

Skills and Experience

• Proven experience in operational oversight within insurance or financial services.
• An understanding of international regulatory frameworks and FCA DISP requirements.
• Excellent stakeholder communication skills.
• Ability to analyse data, identify trends, and work towards implementing process improvements.
• High attention to detail and ability to manage competing priorities effectively.

About Us

Our benefits

We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.

About Canopius

Canopius is a global specialty lines (re)insurer. We are one of the leading insurers in the Lloyd's of London insurance market with offices in the UK, US, Singapore, Australia and Bermuda.

At Canopius we foster a distinctive, positive culture which enables us to bring our whole selves to work to flourish as people, and build a business which delivers profitable, sustainable results.

Based in incredible new offices in the heart of the City of London, Canopius operates a flexible, hybrid working model and is committed to providing an environment that challenges employees to be their best and where everyone's unique contributions are recognised, valued and respected.

We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio-economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds.

We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.