For further information on the role, please contact Lucinda.Sweett@landg.com

The jobholder will be expected to develop an operational supervisory role that develops the required monitoring and reporting on standards of service delivery (risks, issues, regulation, complaints, quality, CBT’s, control failures, money laundering, TCF, etc). In addition they will develop a service focussed risk framework that sets the required standards of business excellence to drive improvements in performance measures, monitors risk within acceptable levels of tolerance and raises emerging risks to operate leadership forums.

The Operational Governance Manager will bring a proven management track record in establishing and leading, commercially focused operational risk based roles. A demonstrable record of having accountability for delivering continuous improvement in growth circumstances is underpinned by clear leadership credentials and robust change management skills.

Governance – develop and lead the monthly oversight of the operational framework for the CSS Senior Leadership Team to maintain and develop standards of service delivery ensuring an appropriate risk based approach is adopted for controls, checks and balances and customer records and payments are maintained to a good and proper standard. Develop and conduct regular reviews of appropriate MI to make recommendations on how the information can be used to identify and mitigate potential risks and make sound business decisions at Senior Management level.  Takes ownership of any ongoing mitigating actions that are required to ensure that the business is operating within the required standards.

Regulatory Change & Process Adherence – On behalf of the COO of Customer Services & Solutions and working alongside Compliance, shape and perform the role of governance representative for CSS by analysing and reviewing regulatory and legislative change, forming a view on behalf of the business and leading their adoption and implementation. Provide guidance and support to individuals and teams across CSS, using experience to make recommendations and take ownership  of  process improvements and appropriate training to ensure compliance to changes and minimise exposure to risk.

Compliance – Build strong relationships across the Group to provide the Senior Leadership Team with oversight and governance, to ensure the appropriate frameworks and processes are in place to demonstrate compliance with all relevant legislation & regulations and to ensure that the Department of Work and Pensions (DWP) and Her Majesties Revenue and Customs (HMRC) guidelines are adhered to. Owns the appropriate actions to implement any mitigating measures to ensure continued compliance.

Complaints, Quality & Breach Management – Manage and lead the Complaints & Quality function, ensuring compliance with our Regulatory obligations and investigating root causes to propose appropriate actions to improve customer outcomes and staff performance. Shape the required framework to ensure business ownership of the identification, investigation and resolution of emerging issues and breaches, investigate root cause and propose pragmatic resolutions to minimise any current and future risks. Review monthly quality data to pro-actively manage common trends and instigate and take ownership of pro-active action plans with business to minimise future incidents and the cost of errors.

 Audit Management – Develop and lead an appropriate procedure to manage the preparation, review and checking of audits and ownership of respective action plans, ensuring compliance with deadlines and appropriate documentation is available to the Senior Management team to evidence that actions have been taken and integrated into the business.

Business Resumption - Ensure Business Resumption plans for CSS are reviewed and updated on a regular basis and adhere to central requirements for conducting regular and effective cascade tests and annual rehearsals to assess the validity of plans.

People Leadership - Take the lead in all matters with regard to the management of employees, ensuring that management discretion is used in a consistent manner and that the area follows the Group’s policies and procedures including the Partnership Agreement to maximise business performance.

Treating Customers Fairly - Ensure that the principles of Conduct Risk are embedded into your day to day operations to deliver good customer outcomes at all times. Ensure that all business processes and internal controls within your role are designed and performed in a way that delivers good customer outcomes and demonstrates effective management of Conduct Risk.

Knowledge:

Business Awareness

Detailed understanding of company policies and procedures

Detailed knowledge and contribution to business objectives, sound judgement, strong commercial acumen and a commitment to continuous improvements

Good understanding of LGR Management structure and interaction between teams

Industry Awareness

Detailed understanding of the financial services industry, it’s direction and implications of issues affecting it and their impact within L&G

HR Policies

Thorough understanding of policies and able to provide direction to managers and staff.

H&S Awareness

Able to identify and address issues and risks, encourage teams to adhere to and report any risk to health and safety within their area

L&G Products and Processes

High level knowledge of products and their place within the market.

Working knowledge of processes and systems

Understanding of the key responsibilities and interaction with LGR Management structure and departments

Regulatory/Risk

Good understanding of the pension regulatory environment and it’s impact on LGR 

Extensive practical experience of risk management in an operational environment

Skills

Analysis and interpretation

Ability to review data, identify trends and mitigate risk by recommending improvements

Understand business drivers and ensure appropriate monitoring and measurement through M.I. provision and review

Presentation

Confident in delivery.

Able to adapt delivery style to suit the audience.

Clear and concise in delivery

Initiative

Able to generate and develop ideas to maximise potential within the role and with other LGR and L&G stakeholders.

Communication

To provide written communication to L&G standards.

To be able to communicate verbally in an effective and professional manner.

Demonstrates an enthusiastic and positive approach.

Able to listen effectively.

Able to liaise and consult with all relevant business areas.

Able to participate in meetings, and influence outcomes as appropriate.

Develops a good network of contacts.

Able to provide constructive feedback.

Excellent customer interaction skills, especially when dealing with complainants

Problem Solving and Decision Making

Able to handle queries on all aspects of LGR processes and procedures

Confident to make decisions within their own authority/responsibility.

Planning/Organisation

Demonstrates time management skills, setting realistic timescales and adhering to deadlines.

Ensure workload is covered when absent.

Follows L&G standards.

Team Work

Contributes to team meetings.

Works well as part of team, sharing knowledge and best practices.

Team Leadership

Provide direction, support and encouragement to the team.

Leads by example

Be an advocate for strategic and process change and improvement.

Manage individual expectations and individual output.

Communicate and influence in an open and consistent manner, taking note and adapting to the needs of the specific audience.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 30 days' holiday, private medical insurance, performance related bonuses, discounts at both a huge range of high street stores and our own great products, as well as a 12% car allowance scheme, your hard work will be rewarded when you join us.

The closing date for applications to this role has now passed, you are still able to apply for this role, however please note the selection process is underway and the role will be removed for applications imminently.