Risk & Governance Manager - 12 Month FTC

Location: Stoke, Glasgow or London + Hybrid working
Salary: Competitive + Vodafone Benefits
Hours: Full time (37.5 hours per week - Mon to Fri)
This is a 12-month fixed term contract role.

• Hybrid


At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

Who We Are

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

What you'll do

As the leader for Consumer Duty, you will be responsible for providing advice and guidance around the regulation, identifying opportunities to deliver improvements, and advocating for our customers, using external and internal insights to support your thinking. You'll be a critical thinker who seeks to deeply understand opportunities to improve outcomes for our customers, experienced in process improvement and can implement new ideas with ease.

Key accountabilities:


• Review insights identified across multiple sources and highlight any key gaps, themes or issues which require addressing to improve customer outcomes.


• Ensure remedial action plans are in place, managing to completion, raising risks as appropriate and reporting these back to senior stakeholders.


• Lead change and improvements wherever required to deliver improved customer outcomes, working with customer experience teams, including tracking, and monitoring of improvement initiatives through to completion.


• Oversight and tracking of projects and initiatives, including prioritisation, monitoring of activities, documentation of risks / issues and ensuring the necessary escalation into appropriate risk and governance structures in Vodafone UK.


• Represent the Consumer Governance function across key regulatory change programmes.


• Manage customer governance thematic review plan, with agreed actions, owners and timescales where issues / risks or opportunities are identified, monitoring these through to completion.


• Complete the annual consumer duty board report including compiling, writing and sign off from key stakeholders.


Who you are

You'll have solid judgement and have the ability to make recommendations that involve several different types of risk (e.g. Customer Outcomes and Business Operations). You will also need to build strong relationships with senior leaders across Vodafone UK and will be required to support ad-hoc projects as required, ensuring Customer Governance is well represented across key customer impacting programmes.

Core competencies, knowledge and experience required:


• Proven experience in analysing qualitative and quantitative data and be able to succinctly summarise findings into key insights.


• Ability to interpret risk, compliance, control and regulatory expectations and build and manage processes to support adherence.


• Knowledge of Consumer Duty rules or experience of operating in an FCA regulated environment with proven experience in being able to establish, implement and manage processes.


• Influential and pragmatic leader with the ability to operate within a matrix environment.


• Able to influence senior managers and peers to drive change & engagement across the organisation.


• Experience in embedding new regulatory requirements and conducting regulatory reporting.


• Experienced in risk management, compliance and adherence to risk frameworks.


What's in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We're also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We're committed to supporting you throughout every step of your career at Vodafone.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.


• Proven experience in analysing qualitative and quantitative data and be able to succinctly summarise findings into key insights.


• Ability to interpret risk, compliance, control and regulatory expectations and build and manage processes to support adherence.


• Knowledge of Consumer Duty rules or experience of operating in an FCA regulated environment with proven experience in being able to establish, implement and manage processes.


• Influential and pragmatic leader with the ability to operate within a matrix environment.


• Able to influence senior managers and peers to drive change & engagement across the organisation.


• Experience in embedding new regulatory requirements and conducting regulatory reporting.


• Experienced in risk management, compliance and adherence to risk frameworks.
  
  At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.


Who We Are

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve., An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We're also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We're committed to supporting you throughout every step of your career at Vodafone.

Together we can

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.