Operational Governance Manager

Quilter Financial Planning
Swindon, UK
13 Sep 2019
18 Sep 2019
Contract Type
Full Time
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As our Operational Governance Manager you will assist the Head of Operational Governance with the management of risk and governance across the Quilter Financial Planning Operations Function.
You'll work with Operational Teams to support delivery of process improvements which create a more streamlined customer and adviser experience. You'll develop, manage and monitor the Conduct Risk Dashboard, identifying trends, areas for improvement and driving a focus on Operational and Conduct risk in Operations ensuring we are delivering good customer outcomes for all our customers. Completing QFP and Group reporting.

About us

Quilter Financial Planning is part of Quilter, a leading provider of advice, investments and wealth management, with a portfolio of £114.9 billion of investments and over 900,000 customers worldwide. Established in 2006, we've grown to become the UK's largest distributor of financial advice. In fact, over 3,000 advisers have chosen us as the place to develop and grow their businesses. Why, because we have the size, financial strength and people with the knowledge and expertise to help advisers achieve more. You won't just find diverse, talented and friendly teams here either. You'll also discover an inclusive culture and every opportunity for personal and professional development.

About the role

As our Operational Governance Manager you will ensure that the customer is a primary focus throughout Operations. You'll develop and drive forward an Adviser and Customer NPS and NES programme for QFP, and take responsibility to develop a regular pro-active contact programme to obtain Customer & Adviser sentiment to our business as a whole (product, services, marketing etc).

You will work with Operational Teams to support delivery of governance and process improvements including those which create a more streamlined customer and adviser experience. You'll facilitate production of the Conduct Risk Dashboard, challenging the content and actions on the Conduct Risk Dashboard ensuring we are delivering good customer outcomes, identifying trends, areas for improvement and key actions. Support business tracking actions, as well as supporting our Vulnerable Customer programme, developing MI and identifying areas for future focus.

You'll assist production and collation of customer activity and 1st line risk reports and presentations across QFP including Board reporting, Op Com reporting, Group Reporting and KRI's. You'll also support Business Readiness activities and produce regular communications across Operations. Deputising for the Head of Operational Governance where required you'll work on key initiatives and work closely with 2LoD to enhance our control environment, constantly aligning with Channel and assessing impacts and actions required from Adviser feedback.

About you

You will have a strong focus on the Customer and Adviser experience, Governance and a pragmatic approach to keeping the business safe. You'll have excellent organisational skills and the ability to manage a variety of tasks and responsibilities. You'll be a strong communicator able to build relationships with people at all levels and influence stakeholders. You'll be innovative, able to challenge and find new ways of doing things and able to work on your own initiative, under pressure and remain focused. Flexible and adaptable you will have strong analytical skills as well as the ability to analyse issues, present solutions and resolve problems.

Ideally you'll be educated to degree level or equivalent with Risk and Governance qualifications. Experience of taking ownership of ongoing customer and adviser service delivery and look to improve existing operations as the business continues to grow is essential, as is experience of working in a Governance or Risk role and the ability to build and manage good working relationships at all levels.


No matter what job you do you should feel valued and appreciated. That's why we offer a competitive total reward package, which enables our employees to share in the success they help to create.

Core Benefits
Holiday: 25

Quilter Incentive Scheme: All employees are eligible to participate in our incentive scheme, based on the company's performance and their contribution to it

Pension Scheme: 10% non-contributory company pension scheme that can be boosted through personal contributions

Private Medical Insurance: Single cover as standard, cover can be increased at your own cost

Life Assurance: 4x your salary, cover can be increased at your own cost

Income Protection: 75% of salary payable after 26 weeks of absence

In addition to our core benefits we offer a range of flexible benefits that you can choose from and pay for conveniently via a salary deduction.

Our promise

At Quilter, we're committed to creating an inclusive culture that embraces diversity. We promote equal opportunities and make sure no applicant receives less favourable treatment on the grounds of gender, marital status, nationality, ethnicity, age, sexual orientation, responsibilities for dependants, physical or mental disability. We select candidates for interview based purely on their skills, qualifications, experience and potential.

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