Customer Duty Governance, Insight & Reporting Manager

Royal London; Alderley Edge; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

28 days annual leave

Employer pension matching up to 14%

Private medical insurance

Job summary

Royal London in Alderley Park is seeking a Customer Duty Governance, Insight & Reporting Manager to lead the quarterly and annual Consumer Duty reports for Boards, Committees and senior governance forums. This is a permanent full-time role with 35 hours per week and a hybrid working pattern offering both office and home-based work.

Ideal candidates will have proven experience producing papers for Boards, strong analytical skills and ability to influence stakeholders while keeping close attention

Qualifications

• Experience producing clear, high-quality papers for Boards, Committees or senior leadership audiences.
• Strong analytical skills and the ability to turn complex regulatory information into insights.
• Ability to influence stakeholders and challenge constructively.
• Strong organisation and project management skills with multiple contributors.
• Attention to detail and commitment to high-quality work.
• Knowledge of Consumer Duty and governance frameworks is beneficial.
• Experience in financial services, pensions or asset management would be advantageous.

Responsibilities

• Lead the production of quarterly and annual Consumer Duty reports for Boards, Committees and senior governance forums.
• Translate complex customer, operational, conduct and regulatory information into clear Board-level reporting.
• Analyse and bring together evidence from multiple sources to develop balanced assessments.
• Manage the end-to-end Consumer Duty reporting cycle, including timelines and guidance.
• Identify emerging themes and risks for governance reporting.
• Build trusted relationships across the Group to secure timely input.
• Keep up to date with FCA expectations to strengthen reporting and governance.

Skills

Analytical thinking

Board/report writing

Stakeholder management

Project management

Regulatory knowledge

Financial services experience

Job description

Customer Duty Governance, Insight & Reporting Manager

\"It feels good to have a career with real purpose.\"

Hours Per Week: 35 Contract Type: Full Time

Contract type: Permanent Full Time 35 hours per week

Location: Alderley Park

Working style: Hybrid 50% home/office based

Join Royal London in a high-impact role where you'll shape clear, evidence-based Consumer Duty reporting for Boards and senior governance forums. You'll bring together insight from across the organisation, help senior leaders understand how effectively we're meeting regulatory expectations and delivering good customer outcomes, and continuously improve the way we report and govern Consumer Duty.

To help us manage applications effectively, we reserve the right to close this vacancy early once we have received a high number of applications or identified enough suitable candidates for the next stage of the process.

About the role

• Lead the production of quarterly and annual Consumer Duty reports for Boards, Committees and senior governance forums.
• Translate complex customer, operational, conduct and regulatory information into clear, concise and impactful Board-level reporting.
• Analyse and bring together evidence from multiple sources to develop balanced assessments of Consumer Duty performance and customer outcomes.
• Manage the end‑to‑end Consumer Duty reporting cycle, including timelines, milestones, dependencies, templates and guidance.
• Identify emerging themes, risks and opportunities for improvement, ensuring these are reflected clearly in governance reporting.
• Build trusted relationships across the Group, working with business units, subsidiaries and subject matter experts to secure timely, high‑quality input.
• Keep up to date with FCA expectations and industry good practice, using your insight to strengthen our reporting and governance approach.

About you

• Experience producing clear, high-quality papers for Boards, Committees or senior leadership audiences.
• Strong analytical skills and the ability to turn complex or incomplete information into clear insights and evidence-based conclusions.
• Able to build effective relationships, influence stakeholders and offer constructive challenge.
• Strong organisation and project management skills, including coordinating multiple contributors, dependencies and competing deadlines.
• Sound judgement, close attention to detail and a commitment to delivering high-quality work.
• Knowledge of Consumer Duty, conduct regulation, customer outcomes or governance frameworks would be beneficial.
• Experience in financial services, insurance, pensions, asset management or wealth management would be advantageous.

If you feel you’d be a great fit for Royal London but don’t meet every requirement, we’d still love to hear from you. Research shows some candidates are less likely to apply unless they meet 100% of the criteria - if you meet most requirements and are keen to learn.

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

• 28 days annual leave in addition to bank holidays
• an up to 14% employer matching pension scheme
• private medical insurance

Inclusion, diversity and belonging

We're an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.

Only candidates who have the legal right to work in the UK or Ireland can undertake this role.

Unfortunately, Royal London is unable to provide visa or work permit sponsorship.