Operational Performance Manager

Reporting to the Head of Operational Performance, we are now recruiting for an Operational Performance Manager.

The Role

The key responsibilities of this role are:

• to ensure that all FCA required Consumer Duty reports, assessments and reviews are completed to a high-standard and in a timely manner.
• to create, maintain and review all other documents relating to the internal governance of the Duty, such as the creation and collation of quarterly MI and updating of Forum Terms of References and documents detailing the Consumer Duty Framework.

An additional responsibility of the role is to support the embedding of ownership for processes, policies, risks, and controls across the first line. This aligns closely with our strategic objectives and is intended to strengthen accountability within departments, ensuring consistent application and maintenance of governance standards.

Your day to day responsibilities will include:

• Providing written and verbal reports on Consumer Duty and Customer Outcomes to senior management.
• Producing the Consumer Duty Principle 12 Report in accordance with PRIN 2A.8.4 and PRIN 2A.
• Undertaking the Price and Value Assessment in accordance with the Consumer Duty Price and Value Assessment rules.
• Undertaking product reviews for all Transact wrappers in accordance with PRIN 2A.3.7.
• Reviewing and maintaining the Consumer Duty and Conduct Risk Framework document.
• Creating the Consumer Duty and Conduct Risk Forum and Board Pack, ensuring relevant MI is provided by business areas.
• Working with the Training team to produce the annual Consumer Duty training as well as other Consumer Duty training materials as required.
• Developing a framework and driving 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.