Compliance Manager

Hours of work:5 days /week, office hours

Location:Full time office based at London Office of Assura+Protect, London W1H 6AY.

Purpose

Thisroleiscrucialformaintainingthecompany’sintegrityandprotectingitsreputationina highly regulatedindustry. The postholder is responsible for creating both long-term and short-term programmes of compliance activity to ensure that all the company’s activities adhere to the correct ethical, legal and regulatory standards.

Role and Responsibilities

Regulatory Compliance & Framework

• Maintain and develop the firm’s compliance framework in line with FCA requirements (including ICOBS, SYSC, DISP and Consumer Duty), ICO regulations, Financial Crime, Bribery Act, customer onboarding protocols.
• Ensure policies, procedures and controls remain up to date, effective and proportionate to the size of the business
• Provide clear, practical regulatory guidance to senior management and operational teams.
• Identify regulatory risks and ensure appropriate controls and mitigation are in place.
• Perform research to stay informed about environmental standards and make appropriate recommendations for continuous improvement.

Consumer Duty & Customer Outcomes

• Embed and oversee Consumer Duty across all business activities.
• Support Risk Management Team to assess whether products and services deliver fair value and good customer outcomes.
• Identify risks to customer outcomes and ensure appropriate remedial actions are implemented.

Third-Party & Delegated Authority Oversight

• Establish, review and maintain compliance for the Third-Party due diligence process, developing and establishing the program infrastructure for the evaluation and ongoing monitoring of third party on-boarding programs.
• Ensure third parties operate in line with regulatory requirements and internal standards.
• Review quality assurance results, sales practices and customer outcomes from outsourced activities.

Complaints Oversight (DISP)

• Oversee complaints handling processes in line with FCA DISP requirements.
• Conduct root cause analysis and identify systemic or recurring issues.
• Ensure fair customer outcomes and appropriate remediation.
• Produce complaints MI and report trends and risks to senior management and stakeholders.

Quality Assurance, Call Monitoring & Conduct Oversight

• Oversee and perform regular call monitoring and quality assurance reviews across all sales channels.
• Identify conduct risks, disclosure failures and deviations from regulatory and internal requirements.
• Assess advisor compliance performance, including:
  • underwriting and eligibility questioning
  • vulnerable customer identification
• Maintain oversight of red/amber/green call frameworks and ensure timely resolution of high-risk cases.
• Produce structured QA reports highlighting key findings, root causes and trends
• Escalate material risks, breaches and systemic issues identified through monitoring
• Ensure QA findings are embedded into training, product governance and Consumer Duty assessments.

Financial Promotions & Customer Communications

• Review and approve financial promotions to ensure they are clear, fair and not misleading.
• Ensure all customer communications meet regulatory requirements and support informed decision-making.

Monitoring, MI & Reporting

• Prepare and submit all SMF regulatory filings.
• Deliver a risk-based compliance monitoring plan
• Produce regular MI covering key risk areas, including complaints, QA results and customer outcomes.
• Identify trends, control weaknesses and emerging risks.
• Provide clear reporting and recommendations to senior management.

Training & Compliance Culture

• Design and deliver compliance training across the business, including:
  • Consumer Duty
  • Complaints handling (DISP)
  • Financial promotions
  • Conduct risk and regulatory requirements.
• Provide ongoing support and guidance to employees and third parties.
• Promote a strong compliance culture across all levels of the organisation.

Audit & Continuous Improvement

• Coordinate and support external compliance audits, including preparation of documentation, liaison with auditors and drafting of responses and executive summaries.
• Conduct internal audits and reviews to ensure execution of compliance standards, regularly produce detailed reports with recommendations based on findings during audits.
• Conduct interviews, surveys and other details to ensure employees make every effort to stay compliant across all departments.
• Investigate irregularities and non-compliance issues and occasional complaints when they arise, advising on corrective actions.
• Ensure timely resolution of findings and implementation of corrective actions.
• Continuously improve compliance processes in line with regulatory expectations and business growth.

Internal Support

• Addressing questions and concerns from colleagues at all levels of seniority, including the Risk Management Team.
• Provide guidance to company and stakeholders regarding their regulatory obligations.
• Hosting meetings with employees to address any concerns that they may have about ethical and compliance matters within a department or industry.

Person Specification and Skills

• Strong knowledge of FCA Rules
• Good written and communication skills
• Prioritisation and time management skills
• Self-motivation and drive while working independently
• Strong familiarity with Word, Excel and other management software
• Attention to detail and accuracy
• Can-do, team player approach suitable for a growing SME environment
• Experience in filing FCA reports, compliance monitoring reports and anti-money laundering reports
• Familiarity with call-centre and insurance industry software and records

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