Job description
Purpose:
The primary purpose of the Conduct Assurance Manager is to proactively monitor adviser behaviour, analyse data, identify potential issues and develop strategies for mitigating risk, implementing controls, ensuring good customer outcomes across the Nucleus Group. This is done via a series of monitoring mechanisms including; keeping up to date with the changing landscape, from regulatory change to system and process changes, ensuring we adapt our monitoring to help prevent foreseeable customer harm.
The Conduct Assurance Manager is also an attendee of key Nucleus governance forums and projects where feedback and challenge can be provided to ensure customer outcomes are considered in decision-making forums and working groups. The Conduct Assurance Manager will also play an integral role in the Product Governance Working Group, ensuring that key stakeholders are kept informed of the behaviour of our advisers through monthly dashboards.
The Conduct Assurance Manager needs to be values led, confident and customer focussed to help maintain a balance between commercial benefit and customer outcomes. People skills are a definite must-have.
Key Accountabilities:
- Supporting the Head of Product Management & Governance to develop, implement and maintain reporting requirements for both regular and themed reviews, analysing adviser behaviours and identifying potential poor outcomes or customer harms.
- Ensure that monitoring activities are undertaken in accordance with our agreed procedures and control framework.
- Making sure robust escalation processes are embedded and all issues are escalated, where necessary, and resolved in a timely manner.
- Implement strategies to avoid foreseeable customer harms.
- Accountable for the planning and delivery of an agreed schedule of themed reviews, making recommendations for improvements to process, policy, systems and/or literature.
- Evaluate the effectiveness of the monitoring suite and assist in the design and operation of new or revised controls.
- Keep up to date with regulatory and legislative changes, as well as industry best practice considering the impact on our services, existing monitoring, the customer journey, and any new monitoring requirements ensuring we continue to deliver good customer outcomes.
- Have a strong understanding of what good customer outcomes looks like and be able to identify poor outcomes, conduct and/or financial crime concerns.
- Articulate any adviser conduct challenges identified, in a constructive manner, if our products and/or services are not being used as intended or fail to provide good customer outcomes.
- Manage relationships with key stakeholders across the business, up to and including C-suite, and with our adviser firms to ensure we’re working to deliver good customer outcomes.
- Carrying out complex data analysis, including trend & pattern analysis, scenario testing, and concentration analysis with risk quantification to identify potential customer harms and poor outcomes, as well as providing analysis for the wider Customer Outcomes department.
- Work closely with the Product Governance and Customer Outcomes teams and provide support where required.
- Responsible for reporting monthly and quarterly controls and KRIs for the Customer Outcomes Department on Logicgate and Ruleguard.
- Responsible for ensuring all SOPs are effective and undergo an annual review.
- Responsible for ensuring all dashboards and data are submitted to the appropriate governance forums within reporting cycles.
- Responsible for managing their own delegated workload; they will have the opportunity to prioritise activity and make decisions to effectively manage events and issues to resolution.
Competencies:
- Excellent written and verbal communication skills, with the ability to present findings and insights in a clear and concise manner
- Advanced proficiency in Microsoft Excel, Power BI & Power Query, and PowerPoint
- Ability to work independently and collaboratively in a fast-paced, deadline-driven environment
- Positive attitude, self-motivated, and willingness to learn and adapt to new challenges
- Ability to self-manage projects end to end
- Ability to work with minimum supervision
- Ability to prioritise monthly tasks and react timely to emerging themes.
- Strong attention to detail, with the ability to produce and deliver both written reports and presentations, to the relevant working groups or governance forums
Knowledge and Experience:
- Financial services experience in a compliance, conduct or risk management role
- A strong knowledge and understanding of relevant regulations and conduct risk management principles
- Excellent analytical skills: ability to collate and analyse data from different systems an understand the impact certain transactions have on customer accounts
- Strong communication, influencing and relationship management skills, excellent collaborator who is able to develop and maintain strong relationships across the business and with our user firms.
- Ability to identify new and emerging trends and articulate potential poor customer outcomes
Values and Behaviours:
- Positively demonstrate the Nucleus values and behaviours
- Ensure compliance with Code of Conduct at all times
A little about us
We are the Nucleus Group Services Limited and we help make retirement more rewarding. Here at Nucleus, people come first - whether it’s our colleagues, or the advisers and customers we support, we know that working in partnership and collaboration leads to the best outcomes. Together, we’ve shaped the platform to how it is today. We work hard, and we celebrate hard too.
Our ambition is to create a platform with a difference, putting the customer centre stage meant tearing up the rule book and starting from scratch. We’ve come a long way since then, but our mission remains just as focused. That’s why our culture, values, and social responsibility are things we keep at the top of our agenda – because we know they matter and have a big impact.
Our culture is one of the many things that sets us apart from the pack. We want to have an environment where our people feel that they can make a real difference, know they’ll be rewarded for their efforts and more importantly, enjoy themselves at work.
Are we a perfect match? Check out this video and find out!
Inclusion and diversity at Nucleus
As with most things in life, who cares, wins. We really care about inclusion.
For us it’s not a tick box exercise; inclusion and diversity are embedded in our culture and everything we do. It’s a commercial imperative. It isn’t about being PC. It’s about being future-relevant and durable. We owe it to ourselves and the industry to ensure we are playing our part in creating a fair, balanced and transparent financial services sector.
More diversity means broader experience, a wider set of perspectives and a better collective ability to problem-solve. And it means being more representative of customer groups, which supports areas such as product development.