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Previously Prime Meridian Direct (PMD) Prime Meridian Direct

Market Conduct Junior Manager

At Prime, we’re committed to doing the right thing for our clients. Every client complaint, concern, or escalation gives us an opportunity to learn, improve, and strengthen trust. Our Market Conduct team sits at the intersection of client experience, operational excellence, and fair outcomes. We are looking for a curious, people-focused leader who enjoys solving problems, identifying patterns, improving processes, and helping teams perform at their best.

Whether your background is in auditing, customer experience, communications, quality assurance, risk, compliance, operations, investigations, or insurance, this role offers an opportunity to apply your skills in a highly impactful environment.

Market Conduct Junior Manager

Main responsibilities

Team Leadership & Development

  • Lead, coach, and develop a team of Market Conduct professionals.
  • Foster a culture of accountability, fairness, continuous learning, and high
  • performance throughout the business.
  • Support performance management, development planning, and capability

Problem Solving & Continuous Improvement

  • Investigate recurring complaints, operational challenges, and customer pain
  • Identify root causes and work with business stakeholders to implement
  • Drive initiatives that enhance customer outcomes and operational efficiency.

Quality & Governance

  • Monitor complaint quality, regulatory adherence, and service standards.
  • Conduct quality reviews and provide constructive feedback to team members.
  • Ensure complaints are resolved fairly, consistently, and within agreed timelines.

Stakeholder Engagement

  • Collaborate with claims, service, operations, and leadership teams to resolve complex matters.
  • Manage escalated complaints and external dispute resolution cases.
  • Build strong working relationships across the business to influence positive outcomes.

Data, Insights & Reporting

  • Analyse complaint trends, service issues, and operational risks.
  • Prepare and present management reporting, performance metrics, and insights.
  • Translate data into practical recommendations and actions.

Minimum requirements

Essential

  • Relevant degree or tertiary qualification.
  • Experience leading people, projects, or operational teams.
  • Experience investigating issues, analysing information, or managing processes.
  • Strong reporting and stakeholder management skills.

Advantageous

  • Experience in complaints management, customer experience, quality assurance, auditing, compliance, risk, insurance, or financial services.
  • Exposure to process improvement methodologies or operational excellence initiatives.
  • Experience managing escalated client matters or dispute resolution processes.
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