Compliance Manager - Conduct

Department: Governance

Employment Type: Permanent - Full Time

Location: UK - London

Reporting To: Head of UK Compliance

Description

We're looking for an experienced Compliance Manager Conduct to join our Governance function and play a key role in enhancing and implementing CFC Group's conduct risk framework. In this role, you'll act as a Subject Matter Expert across a broad range of conduct-related topics-including complaints, product governance, and Consumer Duty, supporting both CFC Underwriting and wider group entities.

You'll collaborate closely with senior leaders and colleagues across the UK and internationally, ensuring our conduct practices, controls and policies remain robust, compliant and commercially effective.

About the role

Conduct Risk & Compliance Advisory

• Provide high-quality, timely, and commercially focused advice on conduct risk and customer outcomes.
• Partner with first-line teams to implement effective controls aligned with Consumer Duty, TCF, PROD and DISP requirements.
• Oversee investigations into conduct-related incidents or breaches, escalating key findings to the UK Head of Compliance.
• Lead Compliance reviews of new and existing products, including fair value assessments and product governance.
• Review customer communications and financial promotions from a conduct and regulatory standpoint.
• Conduct gap and impact analyses on regulatory changes related to conduct.
• Proactively manage workload in support of UK and International Compliance teams.

Complaints & Vulnerable Customers

• Lead the assessment of complex complaints, including those escalated to Lloyd's, FOS, or other ADR bodies.
• Support trend analysis and root-cause analysis of complaints.
• Identify control gaps relating to conduct and collaborate with first-line teams to address issues promptly.
• Act as the Compliance point of contact for vulnerable customer referrals and drive implementation of the Vulnerable Customer Policy.

Governance

• Develop, enhance, and maintain conduct-related frameworks, policies, procedures, and guidance.
• Complete the annual Conduct Risk Assessment.

MI & Reporting

• Support conduct and marketing projects across the Group.
• Prepare conduct-relevant reports and content for committees, Boards, and other governance forums.
• Develop and enhance conduct-related MI, including KPIs and KRIs.
• Oversee and support delivery of the annual Consumer Duty Board Report.

Training & Development

• Maintain up-to-date knowledge of conduct best practice through ongoing professional development.
• Design, deliver, and maintain tailored conduct training and communications.
• Support junior team members in developing their understanding of conduct-related matters.

About you

The role is best suited to individuals with significant experience of gained in a second line compliance role, in Lloyds or the UK insurance market.

• Strong technical knowledge of ICOBS, Consumer Duty, PROD and DISP
• Experience designing and operationalising conduct controls
• Excellent communication, stakeholder management and analytical skills
• Ability to work independently in a high paced environment and on their own initiative, whilst being part of a wider team.
• Excellent verbal and written communication skills including excellent report writing skills and attention to detail.
• Ability to build strong and productive relationships with internal and external stakeholders, working collaboratively and demonstrating effective stakeholder management skills.
• Sound judgement and business acumen with a professional and discreet manner.
• Ability to analyse, interpret and communicate complex issues appropriately to a range of target audiences

Core Values

Love what you do:
We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

Challenge everything:
We're never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.

Have fun, be good:
Insurance is a serious business, but we don't take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.