Consumer Duty & Governance Manager

An exciting opportunity has arisen for a Consumer Duty & Governance Manager to join a leading wealth management business in London.

This is a highly visible role supporting the senior leadership team in ensuring that products and services consistently deliver good customer outcomes and meet regulatory expectations under the FCA Consumer Duty and Product Governance frameworks.

The successful candidate will act as a central point of coordination across Consumer Duty, product governance, Fair Value Assessments, management information and customer outcome oversight, working closely with senior stakeholders across Compliance, Risk, Distribution, Product and Wealth Management.

Key Responsibilities

Consumer Duty & Customer Outcomes

• Lead the ongoing monitoring and enhancement of the Consumer Duty framework.
• Produce Consumer Duty MI and reporting for senior management and Board-level forums.
• Support the annual Consumer Duty Board Report and Self-Assessment.
• Monitor customer outcomes across products and services, price and value, consumer understanding and consumer support.
• Identify emerging customer risks, foreseeable harm and adverse outcome trends.
• Coordinate remediation where customer outcomes fall below expected standards.

Product Governance

• Maintain and develop the Product Governance Framework.
• Coordinate annual and ad-hoc product reviews.
• Ensure products remain aligned with target markets, distribution strategies and client needs.
• Maintain product inventories and review schedules.
• Manage Product Governance agendas, papers, actions and governance processes.
• Lead annual Fair Value Assessments across products and services.
• Undertake peer benchmarking and analyse pricing, margins, client segmentation and cost-to-serve.
• Identify products where value may be at risk.
• Present findings and recommendations to senior governance forums.

Performance Risk

• Act as a key liaison between Performance Risk and front-office stakeholders.
• Investigate, challenge and resolve portfolio performance outliers and exceptions.
• Ensure supporting rationale and evidence is complete and appropriate.
• Identify recurring themes, control weaknesses and opportunities for process improvement and automation.

MI & Reporting

• Develop and maintain Consumer Duty and Product Governance dashboards.
• Produce MI for senior management, Board, Executive and Compliance Committees.
• Analyse data covering customer outcomes, complaints, vulnerable clients, product performance, charges and value, risk events, target market monitoring and performance risk.
• Drive automation and enhanced reporting through Power BI and other reporting tools.

About You

You will have strong experience within a wealth management, investment management or broader financial services environment, with a particular focus on Consumer Duty, Product Governance, customer outcomes and/or Fair Value.

You should have:

• Strong working knowledge of FCA Consumer Duty, Product Governance and Fair Value Assessment requirements.
• Experience conducting product reviews and preparing governance papers and senior management/Board reporting.
• Strong understanding of investment products and wealth management services, including pricing, charging structures and target market considerations.
• Excellent analytical skills and the ability to interpret conduct, complaints, performance, value and customer outcome data.
• Strong stakeholder management skills, with the confidence to challenge and influence senior and front-office stakeholders.
• Excellent written and verbal communication skills.
• High attention to detail and sound judgement.
• The ability to manage multiple reviews, actions and governance deadlines independently.
• Strong Microsoft Office skills; familiarity with Power BI is desirable.
• Experience with wealth management platforms such as Avaloq and/or Xplan would be advantageous.

Why This Role?

This is an excellent opportunity for an experienced Consumer Duty, Product Governance, Conduct or Client Outcomes professional to take ownership of a broad and highly visible remit within an established wealth management business.

The role offers significant exposure to senior management, governance forums, Compliance, Risk and front-office stakeholders, with the opportunity to shape the firm's approach to customer outcomes, product governance and regulatory requirements.

If you have experience across Consumer Duty, Product Governance, Fair Value or Client Outcomes within wealth or investment management and are open to exploring the market, I would be keen to hear from you.

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