Policy Framework Manager, Risk Strategy

Purpose of the role

This role bridges policy governance, knowledge management, and leadership capability enablement — ensuring policies are clear, aligned to business goals, standardised, documented, and embedded into leadership decision-making and behaviours to promote learning, development, ownership, and accountability at all levels.

The purpose of the role is to design and implement monitoring programmes and standardisation projects leading to a deep long-lasting business transformation of the way we work towards higher employee performance and, ultimately, improved merchant experience.

Our company vision and mission

Empower the businesses at the heart of our communities.

Lightspeed powers the in-person businesses that define local neighborhoods and thriving cities. Through technology, insight and a deep understanding of retail and hospitality, we build stronger communities around the world.

Fuel retail and hospitality ambitions with technology and insights.

We build technology and deliver insights for the innovators who aren’t just running businesses — they’re setting new standards. The visionaries scaling big ideas, owning their niche and shaping what’s next in retail, hospitality and beyond. We make work flow so businesses can focus on what matters. Our mission is to help them simplify, grow and thrive with tools built for impact — because when local businesses succeed, communities everywhere are stronger.

Role 

You will be owning the design, maintenance, and implementation of internal policy frameworks while enabling leaders to understand, apply, and champion internal policies (including new hire onboarding excellence and quality assurance) effectively within the Financial Services Operations.

The role, reporting to the Senior Manager of Risk Strategy, partners closely with Financial Services Operations senior leaders, P&C, Legal, and Compliance, to drive ownership, accountability, and consistent leadership effectiveness across the department, whilst also ensuring completion of all mandatory company training courses.

Key responsibilities

Policy Framework Governance and Knowledge Management

• Establish policy lifecycle management processes (creation, review, approval, updates, retirement).
• Design, implement, and continuously improve department-wide policy frameworks aligned with risk strategy and business needs; partnering with Legal, Compliance, and P&C to ensure policies meet internal and external requirements.
• Ensure policies are clearly articulated, standardised, and easy for leaders to interpret and apply in their teams.
• Maintain internal policy repositories and knowledge bases to ensure version control and accessibility for efficient coaching.
• Conduct thorough cross-functional business analyses and manage monitoring programmes to identify gaps, risks, or inconsistencies in policy content and application and in mandatory training completion (e.g. code of conduct, anti-money laundering, incident response plan).
• Use data and insights to design improvements to policy frameworks.

Leadership Capability Enablement

• Enable leaders to confidently apply policies in transparent and ethical decision-making, performance and people management (i.e. mentoring, coaching, and training their teams).
• Design business cases to acquire valuable tools to develop our workforce, and own end-to-end vendor management within budget.
• Translate policies into practical guidance, tools, and playbooks for leaders; delivering leadership training sessions, calibration workshops, and learning materials focused on policy application.
• Use data and insights to provide recommendations for leadership impact and performance reviews.

Experience

• At least 7 years of proven experience in capability and performance enablement (training, coaching, quality assurance), preferably at leadership level and in multilingual teams.
• At least 5 years combined professional experience in financial services, retail, ecommerce, and hospitality SaaS environments at a global market scale.
• At least 3 years of blended operations and strategy hands-on experience of policy, project, and/or programme management, in the fields of financial, compliance, and operational risk, fraud, and/or anti-money laundering.

Attributes & Skills 

• Be highly autonomous, self-sufficient, and accustomed to async ways of working.
• Demonstrate experience balancing multiple projects and prioritising own workload.
• Maintain exemplary accountability and performance in difficult and challenging circumstances.
• Promote a culture focused on ownership, transparency, and transformation.
• Think creatively in terms of delivery formats.
• Excel at delivering a message clearly by adapting it to the audience.
• Have clear operational awareness and be able to balance capacity and business priorities.