Appointed Representative Oversight Manager

2 weeks ago

Accrington, Lancashire, United Kingdom Frasers Group Full time
At Frasers Group we're rethinking retail. Through digital innovation and unique customer experiences, we're serving our consumers with the world's best sports, premium and luxury brands globally. As a leader in the industry, we're elevating the retail experience for our consumers providing flexible and convenient ways to pay across our collection of established brands, including Studio, Sports Direct, FLANNELS, USC, Frasers, and GAME.

Frasers Group Financial Services is the next chapter of significant growth for the Frasers Group, offering customers across the brands a range of flexible ways to pay and loyalty rewards through an innovative app. The business has well established, resilient roots in the Studio Financial Services business, but is set for unrivalled growth as it scales rapidly, putting the Frasers Group customer at the heart of everything it does.

Based in sites across the UK, Frasers Group employ over 30,000 colleagues in a wide variety of roles, delivering great colleague experiences, many of whom have seen their careers grow with opportunities within the wider business.

At Frasers Group Financial Services, we are constantly evolving & transforming, and we now have an exciting and rewarding opportunity for an ambitious Appointed Representative Oversight Manager to be instrumental in ensuring that the Appointed Representatives of Frasers Group companies are effectively onboarded and overseen to provide consistent assurance to FGFS senior management that the Appointed Representative network is compliant with regulatory requirements and are consistently providing good customer outcomes.

Key Responsibilities
  • Own the end-to-end due diligence process for new Appointed Representatives ('ARs'), including relationship management and training of fascia Approved Persons.
  • Where challenges in people, processes, systems and data are identified within the context of AR due diligence, work with FGFS and Appointed Representative stakeholders to ensure that any identified gaps are appropriately addressed (e.g. in respect of regulated complaints record keeping & handling).
  • Support the submission of AR notifications and associated Approved Person applications to the FCA.
  • Working with 1st line business owners and FGFS Risk & Compliance to ensure that robust Consumer Duty outcomes MI is available for all ARs.
  • Assist in the drafting of formal updates and recommendation papers for the FGFS Conduct Risk Forum and Executive Risk Oversight Committee.
  • Ongoing oversight and stakeholder management
  • Undertaking monthly reviews of complaints, online reviews, customer feedback and broader customer outcome MI to gain assurance (or otherwise) that all ARs are meeting the expectations under the Consumer Duty.
  • Supporting and undertaking quarterly risk-based mystery shopping exercises within AR physical premises, including (i) working with FGFS/Frasers Group data teams to automate the data collection & analysis process, and (ii) recommending a proposed sample population for the next quarter for approval through governance - balancing considerations of risk and strategic resource planning.
  • Working with the Frasers Plus account managers/L&D to optimise the in-store Frasers Plus model while ensuring that suitably robust risk-based oversight arrangements are maintained.
  • Overseeing training completion MI to ensure that AR colleagues/people are effectively trained to: (i) introduce the Frasers Plus product, and (ii) identify regulated complaints and action the same in accordance with the documented process.
  • Conducting regular Approved Person check in calls and regulatory updates to support Approved Person oversight and the continual professional development of the same.
  • Producing AR oversight packs for FGFS governance to ensure that any emerging risks in respect of the AR network's compliance (including from regulatory, conduct or resource perspectives.
  • Extensive knowledge of the FCA's rules and handbook, including specific expertise in the Appointed Representatives Regime, SUP 12 and CONC.
  • Previous experience in risk/compliance roles within a mature financial services institution.
  • Extensive experience in senior stakeholder management and relationship building.
  • A proactive and solutions-focussed approach to work and problem solving.
    Frasers Group Financial Services is ambitious, the business is growing quickly with the solid foundations of the wider Frasers Group supporting it. We have a lot of experienced colleagues who will tell you they love working here because of the great people and the opportunity to develop your career.

    Frasers Group Financial Services is committed to delivering a positive colleague experience and to be able to make the most of it you need to immerse yourself into delivering on our principles:
    • Think without limits - Think fast, think fearlessly and take the team with you
    • Own it and back yourself - own the basics, own your role and own the results
    • Be relevant - Relevant to our people, our partners and the planet
      As FGFS is within a regulated environment any offer is subject to satisfactory background checks including criminal record check, credit check, and employment references.

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