Product Governance Manager

Key Responsibilities

Product Governance

• Maintain and enhance the Product Governance Framework in line with FCA and Lloyd's requirements.
• Lead product governance activities across the full product lifecycle, including product approval, reviews, and ongoing monitoring.
• Manage and maintain the product catalogue and associated governance documentation.
• Support robust target market identification, distribution strategies, and fair value assessments.
• Develop and monitor conduct risk indicators, management information, and product risk tolerances.
• Act as a subject matter expert, providing guidance and challenge to first-line stakeholders.
• Support the Product Oversight Group and contribute to governance reporting.

Complaints Oversight

Operate and continually enhance the Complaints Handling Framework.

• Monitor complaints trends, root causes, and remediation activities.
• Ensure effective oversight of complaints managed through third parties and delegated authority arrangements.
• Use complaints data and customer insights to inform product reviews and conduct risk assessments.

Delegated Authority & Conduct Risk

Partner with Delegated Authority and Compliance teams to identify and manage conduct risks.

• Review coverholder and TPA performance from a customer outcomes perspective.
• Support oversight of delegated claims and complaints handling arrangements.
• Provide conduct-related input into audits, reviews, and remediation programmes.

Stakeholder Management & Governance

Build strong relationships with Underwriting, Claims, Compliance, and Delegated Authority colleagues.

• Provide pragmatic challenge and advice to senior stakeholders.
• Support regulatory reporting, Consumer Duty requirements, and Lloyd's oversight reviews.
• Deliver conduct-focused training and contribute to regulatory change initiative

Qualifications

Skills & Experience Required

Technical Knowledge

• Strong understanding of:
• FCA Consumer Duty
• FCA PROD and DISP requirements
• Conduct risk management and customer outcomes
• Lloyd's Customer Principle and oversight expectations
• Experience working within a Lloyd's Managing Agent or London Market insurance environment.
• Previous Delegated Authority, Coverholder, or MGA oversight experience would be highly advantageous.

Core Skills

Excellent analytical and data interpretation skills.

• Ability to translate regulatory requirements into practical business processes.
• Strong stakeholder management and influencing skills.
• Confidence to challenge constructively at all levels of the organisation.
• Excellent written communication and governance reporting capabilities.
• Ability to manage multiple priorities in a complex regulatory environment.

Personal Attributes

• Proactive, self-motivated, and able to work independently.
• Sound judgement and high levels of integrity.
• Commercially minded with a strong customer-focused approach.
• Collaborative, pragmatic, and solutions-oriented.

Qualifications

• Relevant degree or equivalent industry experience.
• ACII or other insurance qualifications desirable.

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