Operational Performance Manager

THE COMPANY:

Our client is a successful investment platform based in the City. They are looking to hire an Operational Performance Manager to ensure that all regulatory required Consumer Duty reports, assessments and reviews are completed to a high-standard and in a timely manner.

• Report and escalation – Provide written and verbal reports on Consumer Duty and Customer Outcomes to senior management.
• Consumer Duty Principle 12 Report:
  Produce the Consumer Duty Principle 12 Report in accordance with PRIN 2A.8.4 and PRIN 2A.
• Undertaken the Price and Value Assessment in accordance with the Consumer Duty Price and Value Assessment rules.
• Undertake product reviews for all wrappers in accordance with PRIN 2A.3.7.
• Review and maintain the Consumer Duty and Conduct Risk Framework document.
• Create the Consumer Duty and Conduct Risk Forum and Board Pack, ensuring relevant MI is provided by business areas.
• Review and maintain the Consumer Duty and Conduct Risk Forum terms of reference.
• Work with the Training team to produce the annual Consumer Duty training as well as other Consumer Duty training materials as required.
• Provide other reports on the Consumer Duty as and when required.
• Ensure that all regulatory documentation, such as reports, assessments and reviews are completed within the required time frames.
• Ensure that all internal documents, relating to the governance of our Consumer Duty obligations, are reviewed and maintained.
• Support the business in the monitoring and testing of Consumer Duty and customer outcomes, working collaboratively with relevant teams to ensure consistent and effective practices across the organisation.

• Develop a framework and drive the embedding of ownership for policies, processes, risks, and controls across the business.
• Manage the end-to-end policy review cycle and develop workflows to enable self- service for Policy Owners, reviewers, and approvers.
• Support the detailed review and mapping of key processes linked to Important Business Services.
• Ensure all core processes are centrally stored and supported by robust business evidence.
• Produce timely high-quality Management Information (MI) to provide assurance to Senior Leadership that governance frameworks — such as policies, processes, risks, controls — are effectively managed by owners across the business

• Minimum of five years’ experience working in the financial services industry.
• Experience in areas related to Conduct Risk, Consumer Duty, and Consumer Outcomes.
• Strong analytical skills, including the ability to interpret MI and performance data.
• Experience working with Board or ExCo-level stakeholders.
• Experience in drafting or reviewing policies and procedures.
• Experience in cross-functional project delivery or change programmes.
• Solid understanding of the financial services industry and its regulatory environment.
• In-depth knowledge of the FCA’s Consumer Duty rules and expectations.

For further information please contact Duncan Jeffery