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Operations Lead - Consumer Duty (Insurance)
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This is a standout opportunity to step into a highly visible, business-critical role at the heart of how Consumer Duty is embedded, evidenced, and continuously improved across our GB Retail business and other relevant GB Corporate Risk & Broking business areas. You will have the scope to shape and develop the role, influence how the business demonstrates good customer outcomes, and play a meaningful part in driving improvements across products and services, price and value, consumer understanding, and consumer support.
Working closely with business leaders, senior leadership, Compliance, Risk, Technology, Operations, Claims, and specialist teams, you will act as a trusted partner and subject matter expert — providing regulatory insight, constructive challenge, and practical implementation support. This role offers exceptional exposure across the organisation, giving you the platform to build influential relationships, shape day-to-day decision making, strengthen governance, and ensure Consumer Duty activity delivers tangible, measurable benefits for customers.
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The Role
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- Lead the ongoing embedding, maintenance, and enhancement of the Consumer Duty framework, governance processes, and oversight mechanisms across relevant business areas.
- Develop and challenge Consumer Duty MI, dashboards, and outcomes monitoring to identify risks, root causes, poor outcomes, and required remediation.
- Support governance reporting, including MI, narrative updates, and evidence packs for committees, leadership teams, and annual Board reporting.
- Work with Compliance and Risk colleagues to interpret FCA requirements, monitor regulatory developments, and coordinate practical business implementation.
- Ensure vulnerable customer considerations are embedded into operational processes, colleague training, communications, support models, and reporting.
- Act as a key contact for assurance activity, including Internal Audit and Compliance Monitoring, coordinating evidence, action plans, and framework improvements.
- Partner with Technology, Operations, and business stakeholders to improve reporting, automation, workflow efficiency, and data integrity.
- Build strong stakeholder relationships and support training, communication, and engagement across business areas, champion networks, and specialist teams.
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