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 help support its 25 million customers. Specifically, we will be supporting the end-to-end customer journey, right from the moment they are looking to open an account with the provider, to the time they need to get in touch to make any amendments or close an account. Whatever the type of query, we will be there to support them in whatever way we can, delivering the best experience we can. As a member of the Risk Management & Business Governance management team, you'll support developing a culture which is both customer and outcome obsessed, by motivating, supporting, coaching, and leading a team to exceed, rather than meet expectations in all they do. You'll play a key role in leading and supporting the implementation and strengthening of the conduct / consumer duty frameworks and policies and deliver a proportionate and pragmatic risk and compliance monitoring schedule. You'll lead on the day-to-day focus on Conduct and Compliance Risk Oversight (including Compliance Monitoring) ensuring that a consistent framework is in place to systematically identify, measure, mitigate, report, monitor and manage the most significant conduct and compliance risks, including consumer duty outcomes. You will also support the daily processes and activities that alert management about new issues and risks evolution while also managing the day-to-day operations and resources of the team. The role will be hybrid based. We anticipate an individual to be home based the majority of the time, but with frequent travel to our client sites across the North West and East of England. What you'll be doing: Develop, review and coordinate implementation of the Conduct and Compliance Oversight strategy (including policy, standards and framework) including alignment to the requirements of the client - to include coverage across all aspects of Conduct and Compliance Risk and the FCA's Consumer Duty requirements Become the strategic partner of the 1st Line offering support, guidance and advice in relation to Conduct Risk and alignment to regulatory compliance Develop, own and assess horizon scanning processes and reporting and inform management in a timely manner of key developments and their impacts Develop and own the Risk Management Framework and supporting Policy structure and ensure continued alignment to regulatory and client requirements Identifying and driving continuous improvement across customer outcome testing, thematic reviews and conduct controls assurance processes Build strong and purposeful relationships with key stakeholders across Sopra Steria and the client and assess best practise and become a trusted partner Make sure consumer duty considerations are within the control framework, which includes developing clear control objectives. Work with, support and challenge the Account Leadership team in relation to risk management oversight and ensuring risk requirements are documented, reported and overseen Advocate industry best practice and technological changes that aid business efficiency What you'll bring: A customer centric role model across the team, promoting the importance of a can-do attitude. Motivate, support, inspire and coach the team within your remit to deliver exceptional levels of customer experience and performance, ensuring all KPI's, Critical SLA's and targets are achieved without compromise to quality and poor customer outcomes. Ensure we do the right thing by our client, customers and colleagues whilst ensuring we actively mitigate risk within the operation, measured through RCSA and periodic oversight activity. Encourage a culture of high performance, ensuring all under-performance is managed appropriately an in line with internal policies. Resolve conflicts positively, finding solutions for all issues. SSL is a trusted partner promoting fair outcomes. It would be great if you had: Strong understanding of Conduct Risk and Consumer Duty principles within a Financial Services organisation. Understanding of UK Financial Services regulation and legislation. Experience of Risk & Compliance monitoring principles within a Financial Services organisation. Highly analytical with the ability to process and summarise large volumes of complex data from different sources and present it in an insightful and compelling way that enables decision making. Leadership ability - able to contribute to, build and deliver on strategies. Management of senior partners in both a client and multi supplier model. If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you Employment Type: Permanent Location: Home based, with regular UK wide travel. Security Clearance Level: SC Internal Recruiter: Anthony Salary: £70,000 Benefits: £6,600 car allowance, 25 days annual leave with the option to buy extra days, private medical, life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues. Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks. The personal information we need to collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn]. We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We have partnered with Vercida, the UK's largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format. If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us know when completing your application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.