Conduct Manager – Acrisure UK Retail

Purpose of the Role

The Conduct Manager will play a key role in ensuring Acrisure UK Retail delivers consistently fair customer outcomes and maintains a strong conduct culture aligned with FCA expectations, Consumer Duty, PROD requirements, internal governance standards, and industry best practice.

You will support the development, implementation and oversight of the conduct risk framework, including conduct MI, product oversight and governance, customer‑outcome monitoring, and advisory support across the business. This role supports senior leaders in understanding conduct risk, evidencing outcomes, and embedding customer‑centric decision‑making across the product lifecycle and distribution chain.

Key Responsibilities

1. Conduct Risk & Governance

• Maintain and enhance the UK Retail Conduct & Customer Outcomes Framework, ensuring alignment with FCA requirements and market‑leading practices
• Interpret existing and emerging regulation and provide clear, practical conduct‑related advice to business leaders
• Ensure Vulnerable Customers and their specific needs are clearly identified, understood, and proactively embedded into decision‑making, ensuring compliance with FCA expectations and delivery of consistently fair outcomes.
• Ensure conduct risk considerations are embedded in product design, distribution, change initiatives, and operational processes.
• Support the timely delivery of regulatory actions and regulatory change impact assessments

2. Customer Outcomes & Consumer Duty

• Monitor, evidence and report customer outcomes across relevant product lines, including Consumer Duty MI and Price & Value outcomes 
• Engage with outcome owners, underwriting, and distribution teams to address actual or potential customer harm.
• Identify emerging risks through conduct MI, KRIs, complaints insights, and operational data trends.

3. Product Governance (PROD) & Oversight

• Support the governance of new and existing products, ensuring annual product reviews, value assessments and target‑market clarity meet FCA PROD obligations
• Contribute to committees and working groups (e.g., Product & Markets Committee) by providing conduct insights and oversight commentary.

4. Assurance, Monitoring & Reporting

• Design and deliver oversight and monitoring activities that assess adherence to conduct rules across the end‑to‑end product lifecycle 
• Prepare conduct MI, thematic insights and reports for senior leadership and governance forums.
• Conduct deep-dives into areas where indicators suggest potential customer detriment.

5. Advisory & Stakeholder Engagement

• Act as a trusted adviser to operational leaders, underwriters, distribution teams, and product owners
• Provide conduct‑focused direction during change programmes to ensure customer‑centric outcomes.
• Represent the conduct function in cross‑functional forums and committees.

6. Culture, Training & Awareness

• Support initiatives that build a strong, evidence-based conduct culture, ensuring employees understand conduct expectations, ethical standards, and customer‑outcome responsibilities
• Deliver training, guidance, and communications to embed conduct awareness across Acrisure UK Retail.

Skills & Experience Required

Essential

• Experience in a conduct‑focused compliance role within financial services, ideally within insurance 
• Strong understanding of FCA regulations relating to customer outcomes, Consumer Duty, ICOBs,  PROD, governance frameworks and fair value assessments
• Ability to interpret regulation and apply it pragmatically to operational models and customer journeys
• Skilled at producing and interpreting conduct MI and insights, including dashboards and KRIs 
• Strong stakeholder engagement, with credibility to influence senior leaders.
• Excellent judgement, written communication and report‑writing skills 

Desirable

• Experience in product governance, policy oversight or product lifecycle monitoring.
• Exposure to conduct assurance, monitoring, or audit activities.
• Understanding of delegated authority models and third‑party oversight 

Behaviours & Competencies

• Customer‑centric mindset with a strong ethical baseline.
• Analytical and detail‑driven, able to identify patterns and emerging risks.
• Collaborative approach, able to build consensus across functions.
• Comfortable challenging the status quo where conduct improvements are needed.
• Exceptional communicator, able to convey complex regulatory and conduct issues clearly and influence stakeholders at all levels.
• Resilient and adaptable in a dynamic environment.