Senior Compliance and Conduct Risk Manager

Following a successful contract win in late 2023 from one of the UK's largest and most trusted financial service providers, we will provide both contact centre and administrative solutions to support its 25 million customers. Specifically, we will support the end-to-end customer journey, from opening an account to making amendments or closing an account. We aim to support all queries, delivering the best experience possible.

Role Overview

As a member of the Risk Management & Business Governance team, you will help develop a customer- and outcome-focused culture by motivating, supporting, coaching, and leading a team to exceed expectations. You will play a key role in implementing and strengthening conduct and consumer duty frameworks and policies, and deliver a pragmatic risk and compliance monitoring schedule. Your responsibilities include overseeing conduct and compliance risks, ensuring systematic identification, measurement, mitigation, reporting, and management of significant risks, including consumer duty outcomes. You will also support daily processes that alert management to new issues and risks, while managing team operations and resources.

Location

This role is hybrid, primarily home-based with frequent travel to client sites across the North West and East of England.

Key Responsibilities

1. Develop and coordinate the implementation of the Conduct and Compliance Oversight strategy, aligning with client requirements and FCA's Consumer Duty.
2. Serve as a strategic partner providing support and guidance on Conduct Risk and regulatory compliance.
3. Develop horizon scanning processes and inform management of key developments and impacts.
4. Own the Risk Management Framework and ensure alignment with regulatory and client requirements.
5. Identify and drive improvements across customer outcome testing, thematic reviews, and conduct controls assurance.
6. Build strong relationships with stakeholders across Sopra Steria and the client, becoming a trusted partner.
7. Ensure consumer duty considerations are integrated within the control framework.
8. Support and challenge the Account Leadership team in risk oversight and documentation.
9. Advocate for industry best practices and technological advancements that improve efficiency.

Candidate Profile

1. Customer-centric mindset, promoting a can-do attitude within the team.
2. Motivate, support, and coach the team to deliver exceptional customer experiences and meet KPIs and targets.
3. Ensure risk mitigation through RCSA and oversight activities.
4. Foster a culture of high performance and manage under-performance appropriately.
5. Resolve conflicts positively, promoting fair outcomes.

Preferred Skills and Experience

1. Strong understanding of Conduct Risk and Consumer Duty in Financial Services.
2. Knowledge of UK Financial Services regulation and legislation.
3. Experience in Risk & Compliance monitoring within Financial Services.
4. Analytical skills to process large data sets and present insights.
5. Leadership skills to contribute to and deliver strategic initiatives.
6. Experience managing senior stakeholders in client and multi-supplier environments.

Additional Information

If interested, please apply even if your skills do not exactly match all requirements. We value diverse experiences and perspectives.

Employment Type: Permanent

Location: Home-based, with regular UK-wide travel

Security Clearance Level: SC

Salary: £70,000

Benefits: £6,600 car allowance, 25 days annual leave (plus option to buy extra), private medical, life assurance, pension, flexible benefits

We support flexible working arrangements to promote work/life balance. If you need flexible working, please discuss this during your application.

About Us

Our Private Sector team specializes in markets including Banking, Insurance, Retail, Travel, Transport, and Utilities. We help develop and deliver digital transformation strategies and manage business transformation programmes, responding to changing customer demands and safeguarding systems against evolving risks.

Personal data collected will be shared with Cifas for fraud prevention and identity verification. For details, visit .