Manager, Customer & Product Policy Compliance, Customer & Product Risk Specialist

End Date

Monday 03 June 2024

Salary Range

£62,874 – £69,860

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

We’re looking for a Customer & Product Policy manager to support the head of function in creating a new function of dedicated compliance specialists that support the Group in adhering with all core regulatory requirements in relation to customers in key moments of truth. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business partners to develop new opportunities to better meet customers’ needs.

Job Description

JOB TITLE: Manager, Customer & Product Policy Compliance

LOCATION(S): Birmingham, Bristol, Edinburgh, Leeds, Halifax, Chester, Glasgow, Cardiff

SALARY: £62,000 to £75,000

HOURS: Full time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

We’re on an exciting journey and there couldn’t be a better time to join us. We’re putting in place a fresh operating model for non-financial risk management across the Group, empowering our people to take end-to-end accountability for managing the risks that they face!

This means we’re changing how we do risk management, creating a team of risk specialists, to provide support aligned to our risk and control owners to deliver great customer outcomes!

About this opportunity:

We’re looking for a Customer & Product Policy manager to support the head of function in creating a new function of dedicated compliance specialists that support the Group in adhering with all core regulatory requirements in relation to customers in key moments of truth. Not only will you bring significant compliance experience, but we’re looking for someone innovative and transformational who loves proactively working with business partners to develop new opportunities to better meet customers’ needs.

What you’ll be doing:

• Act as one of the Group’s specialist Conduct & Compliance Risk managers building strong relationships with internal partners.
• Ensure risks are measured, monitored, controlled, and reported on a timely basis and consistently across the Group, and provide independent challenge to risk decisions, as they relate to your specialism.
• Interpret new and existing regulations accurately and adeptly, highlighting the direction of travel and anticipating the impact of the proposed changes across the whole Group.
• Work as part of a team responsible for maintaining the balance between risk-taking and risk mitigation, defining and developing a clear and comprehensive risk appetite that outlines risk tolerances and risk limits.
• Support the definition and development of appropriate control objectives for Conduct & Compliance Risks. Ensure that the Group’s business processes, systems and activities are conducted in a controlled and compliant manner.
• Help identify Key Risk Indicators and Key Control Indicators to track progress and measure the performance of controls, providing appropriate reporting and escalation to senior management and the Board.
• Provide support to risk and control owners to report incidents, exceptions, or non-compliance with control objectives. Work with the Senior team to take corrective action and implement changes when control objectives are not being met or when existing risks change and/or new risks emerge.

Why Lloyds Banking Group?

Join us and, as well as making a difference to customers, you’ll enjoy a fulfilling career where you’re free to be yourself. Great colleagues, transforming workspaces, hybrid working and a wide variety of career opportunities – you’ll find them all here.

What you’ll need:

• Knowledge of relevant laws, regulation, industry standards and established exemplar practice in the customer and product space.
• Understand how group-level policies and risk-appetite metrics are set.
• Able to demonstrate understanding of platforms and how the operate and support customer outcomes.
• Knowledge of RegTech and how technology and data led solutions deliver enhanced consumer outcomes.
• Able to make good and timely decisions that keeps the organisation moving forward and skilfully balances difficult trade-offs with the ability to understand business strategy and opportunity risks.
• Future focused by being able to conceptualise and articulate a customer centric desired end state that has clear line of sight to our Group Strategy

And any experience of these would be really useful:

• Has examples to show how they have helped the business to understand its compliance obligations, including successful oversight and challenge to ensure adherence to Compliance Risk Appetite.
• Excellent communication skills and the ability to influence.
• Inclusive working style that ensures everyone can be themselves in a safe environment.
• Awareness of the importance of documentary evidence for key decisions.

About working for us:

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Want to do amazing work, that’s interesting and makes a difference to millions of people? 

Join our journey.

At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you’ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you’ll have many opportunities to learn, grow and develop.

We keep your data safe. So, we’ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We’ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 

We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.

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