LNJ Recruitment is working on behalf of a leading UK insurance organisation to appoint a Risk & Governance Manager to support Retail’s COO and wider business teams in maintaining strong operational governance, first-line risk management, and oversight of customer outcomes across UK Retail.
The role also plays a key part in translating MI and customer outcome data into clear insights, supporting informed decision-making, remedial actions, and continuous operational improvement.
Key ResponsibilitiesOperational Risk and Resilience*Maintain and continuously develop Retail’s operational resilience framework and business continuity plans.
*Support scenario testing, lessons learned reviews, dependency mapping and resilience action planning.
*Update and maintain the Retail Operational Risk Register, ensuring risks are clearly articulated, assessed, owned and mitigated.
Governance and Control Oversight*Coordinate first-line controls and remedial actions arising from audits, assurance reviews or regulatory requirements.
*Drive completion of governance actions, maintaining clear tracking, assurance schedules and reporting packs.
*Ensure Retail governance frameworks and controls remain aligned with Group standards and regulatory expectations.
Committees, Conduct and Consumer Duty*Act as secretariat and delivery lead for the Retail Customer & Conduct Committee.
*Track actions relating to Consumer Duty, customer outcomes, fairness and vulnerability.
*Ensure conduct and customer outcome considerations are embedded into governance and operational decision-making.
MI, Insight and Reporting*Partner closely with MI and Insight teams to interpret data, identify emerging risks and highlight required preventative or remedial actions.
*Provide regular, clear and structured risk, conduct and governance reporting to the Retail COO and leadership teams.
*Surface key themes, trends and areas of concern in a way that supports effective decision-making.
Cross-Functional Collaboration*Work collaboratively with Group Compliance, Risk, Operations, IT, Claims and Proposition teams.
*Coordinate activity across functions to ensure consistent application of controls and governance disciplines.
*Act as a trusted point of contact for Retail on risk, governance and conduct matters.
Essential Experience and Skills*Strong experience in operational risk, governance or first-line compliance within insurance or financial services.
*Good understanding of FCA expectations, including SYSC, Operational Resilience and Consumer Duty.
*Experience maintaining risk registers, governance frameworks and control environments.
*Ability to interpret MI and customer outcome data to identify high-risk trends and required actions.
*Strong communication and influencing skills, with confidence engaging senior stakeholders.
Desirable Experience*Experience supporting operational resilience programmes.
*Experience running governance committees, reporting cycles or coordinating cross-functional assurance activity.
*Knowledge of broking operations, customer journeys, operational excellence or insurance distribution chains.