• I lead line 2 Conduct Compliance & Operational Risk oversight of Longstanding Customer operations delivered by strategic outsourcing partner. Delivering risk-based oversight derived from detailed planning and MI analysis and that informed our oversight plan. • Influencing with impact, to shape the opinions and actions of key partners, gaining their trust and commitment to the desired outcome. Building strong relationships both internally and externally and working in partnership to strengthen the control environment.• Production of insightful, high-quality briefings (for Director level), reports, advice, and guidance to support senior stakeholder needs, adjusting style and message based on audience.• Management of team colleagues to support their continued growth, identifying opportunities for stretch.

• Led high-profile, complex assurance and oversight activity at Group and individual Business levels e.g. GDPR Programme readiness.• Managed stakeholder relationships, providing independent support, constructive challenge, and guidance, to address identified issues and strengthen the control environment. • Matrix managed colleagues delivering review activity and provided constructive and timely feedback on their performance.• Developed and coached colleagues by sharing knowledge and previous experience either on a 1:1 basis or through sessions on all team calls. • Led continuous improvement activities to enhance the colleague experience and their engagement.

• Designed, delivered, and managed the governance and oversight of Insurance Operations supplier relationships, partnering with Telephony and Customer Service Teams. • Worked in partnership with business stakeholders to oversight contractual service levels and facilitate paths to green where these were not met.• Owned and led the Internal Partnerships Control Effectiveness Review and annual assessment of Risk exercises and implemented a sustainable refresh process. • Worked in partnership with Insurance Operations and Central COO Functions to shape customer journey centric process improvements.

Investigate and respond to complaints regarding advice provided by regulated salesforce and private banking advisors.

Assess validity of Life & Protection claims (claims underwriting)

New Business