Risk & Governance Manager

The Risk & Governance Manager sits within the Retail area of the group and partners closely with Broking Operations, Proposition, Sales, Group Operations, Group Legal & Risk and Group Compliance. This role ensures that Retail maintains high standards of operational resilience, operational excellence (OPEX), customer outcome monitoring, internal controls and operational risk management. This role acts as a core coordinator and delivery lead for Retail's governance activity - ensuring actions are completed, risks are managed proactively, and governance forums (such as the Customer & Conduct Committee) operate effectively.

Key duties:

• You will play a critical role in supporting the Retail COO and Retail business in delivering strong operational governance, customer outcome oversight, and first-line risk management across UK Retail.
• Ensuring the right controls, frameworks and governance disciplines are in place to meet FCA expectations, deliver high-quality customer outcomes, and operate with resilience and accountability.
• Acting as the first line doer, this role provides hands-on delivery leadership, follow-through and coordination of risk, governance and resilience activity - complementing (not replacing) second-line Compliance, who retain oversight, monitoring and policy ownership.

Key Responsibilities:

• Operational Resilience & Business Continuity: Maintain and continuously develop Retail's operational resilience framework. Support scenario testing, lessons learned, dependency mapping and resilience action plans. Own Retail's Business Continuity planning, documentation and testing cadence. Coordinate with Group Operations on group-wide OpRes, OPEX, and BCP requirements.
• Risk & Control Management: Update the Retail Operational Risk Register, ensuring risks are clearly articulated, tracked and mitigated. Coordinate first-line controls, ensuring Retail has fit-for-purpose internal systems and controls aligned to FCA expectations. Oversee delivery of first-line remedial actions arising from audits, 2nd line reviews or internal assurance.
• Customer & Conduct Oversight: Serve as secretariat and delivery lead for the Retail Customer & Conduct Committee. Track actions relating to Consumer Duty, customer outcomes, fairness, and vulnerability. Partner with the Data & Insights team to interpret MI and identify required remedial or preventative actions. Ensure Retail meets first-line Consumer Duty expectations.
• Governance & Internal Accountability: Drive completion of governance actions across Retail - ensuring commitments are delivered, documented and evidenced. Maintain governance calendars, assurance schedules and reporting packs for COO/CEO/EXCO. Support policy adherence activities (first-line), working with Group Compliance on second-line interpretation.

Key requirements:

• Strong experience in operational risk, governance, or first-line compliance within insurance or financial services.
• Good understanding of FCA expectations, including SYSC, Operational Resilience, and Consumer Duty.
• Experience maintaining risk registers, governance frameworks, and control environments.
• Ability to interpret MI and customer outcome data to identify high-risk themes and required actions.
• Strong communication and influencing skills, with the confidence to engage senior stakeholders.

Along with our client, we are committed to a diverse workforce and as such recruit from a wide available pool of talent, with the hiring, assessment and selection process being fair, free from bias and one which ensures the right person is selected for the job, based on merit. We treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances. A copy of our D&I policy can be made available upon request.