Overview
This role is responsible for managing operational controls, 1st line assurance, and technical support to ensure strong governance, regulatory compliance, and protection of member assets. Key duties include designing and overseeing control monitoring frameworks, embedding effective controls into new initiatives, leading quality assurance and anti-fraud strategies, and supporting operational resilience.
Key Responsibilities
* Lead the Technical, Controls & Assurance teams to support strategic goals.
* Design and deliver a 1st Line control monitoring programme to assess control effectiveness and mitigate operational risk.
* Ensure controls are embedded into all projects and changes prior to go-live.
* Oversee the assurance framework for customer operations.
* Manage a real-time assurance dashboard to track critical processes and key customer communications.
* Review and implement audit & compliance recommendations to reduce operational breaches.
* Monitor access controls and prevent toxic combinations in operational systems.
* Ensure effectiveness of critical operational processes (e.g., contribution monitoring, Relief At Source, duplicate records).
* Provide technical guidance on product, systems, and legislation across operational teams.
* Drive fraud prevention and investigation, including design of 1st line anti-fraud measures.
* Manage the knowledgebase and ensure timely technical updates and guides are issued.
* Collaborate with Compliance and Risk to meet regulatory expectations and mitigate business risk.
* Track and report operational breaches, findings, and training needs monthly.
Experience & Skills
* Strong regulatory and financial services experience
* Proven leadership in managing teams and operations
* Solid background in operational controls and assurance
* Skilled in analysing compliance and risk mitigation reports
* Excellent communication, negotiation, and stakeholder influence