Head of Product Governance and Claims Oversight

About the role

SquareTrade is the fastest growing partner in the global device protection market, protecting over 140 million devices worldwide and working with major operators, retailers and manufacturers. This is a senior first-line role within SquareTrade Europe Insurance S.A. (STEI), responsible for ensuring that claims, underwriting, product governance and distribution oversight operate as an integrated framework delivering good customer outcomes, sustainable commercial performance and effective regulatory control. It is a senior business owner role focused on oversight, monitoring and challenge rather than day-to-day operations.

Key responsibilities

• Maintain STEI's underwriting and product governance framework, including risk appetite, pricing oversight, product architecture, policy terms and portfolio performance controls
• Ensure new products and material changes go through the Product Oversight and Governance framework, and use claims, complaints, cancellations and profitability analysis to spot underwriting trends and risks
• Act as STEI's formally appointed person for insurance distribution, maintaining a risk-based monitoring programme and escalating customer harm or mis-selling risks
• Oversight of outsourced claims: review claims playbooks and escalation routes, monitor claims metrics and fulfilment, and oversee incident investigations and root cause analysis
• Support oversight of regulated activities carried out by affiliated group companies, intermediaries and outsourced providers, reviewing their reports and challenging weaknesses through governance forums
• Attend governance forums such as the Product Oversight Governance Committee and Consumer Duty forums, and report to senior management and the Board
• Support regulatory reviews and inspections, and act as a bridge between STEI, group companies, outsourced providers and distribution partners

Required profile

• Degree-educated professional, preferably with insurance, legal, business or other relevant qualifications
• Significant experience in a regulated insurance environment
• Experience across claims, underwriting, product governance, distribution oversight or related first-line functions
• Experience leading cross-functional initiatives with outsourced providers, intermediaries and affiliated entities
• Fluent English and either French or Dutch

Required skills

• Understanding of insurance product governance, fair value and Consumer Duty
• Experience overseeing outsourced operating models using metrics, service reporting, QA and incident management
• Experience in underwriting digital-enabled products and knowledge of disruptive insurance trends
• Strong commercial judgement, analytical ability and stakeholder influence

What we offer

• Competitive salary
• 2 charity days per year, with the employer contributing your daily salary to the chosen charity
• Private healthcare and health cash plan, monthly gym, wellness, phone/internet allowances and annual professional development allowance
• Cycle to work and nursery schemes, Headspace and mobile repair benefit for friends and family