Technical Manager - Complaints Governance & Oversight

Job Description

Title:                Technical Manager - Complaints Governance & Oversight

Department:     Resolutions                                          

Location:         Kingswood, Surrey

Reports To:     Associate Director

We support our clients and members in planning for their futures so they can enjoy the lives they aspire to. We take this responsibility seriously, motivating us to make ethical choices—not only for our clients but also for one another and the wider community. Join Resolutions and take pride in the contributions you make.

About your team

Resolutions help Fidelity uphold Integrity and Trust by acting bravely, boldly, curiously, and compassionately, while resolving complaints and offering independent data and insights.

About your role

The Governance & Oversight Manager is responsible for leading the governance, risk and control framework for the Complaints function, ensuring robust oversight, effective controls and compliance with regulatory requirements.

The role provides independent assurance over the effectiveness of the department's control environment through the design and execution of risk-based control testing, oversight of operational risk management and governance activities, and the delivery of meaningful insight to senior leadership.

Reporting to the Associate Director – Resolutions, the role will identify emerging risks, challenge existing processes, strengthen controls and drive continuous improvement across the Complaints function. Working closely with Operational Risk, Compliance, Internal Audit and business stakeholders, the role ensures governance arrangements remain effective, proportionate and aligned with Fidelity's risk appetite.

The role also has line management responsibility for the Governance & Oversight Assistant Manager, providing leadership, coaching and direction to ensure governance activities are delivered to a consistently high standard.

Key Accountabilities

• Lead and continuously enhance the governance framework for the Complaints function, ensuring policies, procedures and governance arrangements remain effective, proportionate and compliant.
• Own the Complaints risk and control framework, providing independent oversight of operational risks and ensuring appropriate controls are designed, implemented, tested and maintained.
• Develop and deliver a risk-based control testing programme, assessing control effectiveness, identifying gaps and overseeing remediation activities.
• Lead the management of departmental Risk Events, ensuring timely investigation, robust root cause analysis and sustainable corrective actions.
• Provide governance, risk and assurance reporting to senior leadership, highlighting key themes, emerging risks and opportunities to strengthen the control environment.
• Oversee key regulatory and governance activities, including FCA complaints reporting, governance attestations and the coordination of Compliance, Risk and Internal Audit reviews.
• Act as the Complaints Data Steward, ensuring data governance responsibilities are fulfilled, data quality is maintained and data-related risks are effectively managed.
• Own the Complaints Business Continuity Plan, ensuring it remains current, regularly tested and aligned with organisational resilience requirements.
• Drive continuous improvement by using complaints insight, assurance findings and management information to strengthen governance, controls and customer outcomes.
• Build effective relationships across Complaints, Risk, Compliance and the wider business, providing advice, challenge and governance expertise to support sound decision making.
• Lead, coach and develop the Governance & Oversight Assistant Manager, fostering a high-performing team and a culture of accountability, ownership and continuous improvement.
• Represent the Complaints function in governance forums, strategic projects and business initiatives, deputising for the Associate Director – Resolutions where appropriate.

Experience and Qualifications Required

The successful candidate will demonstrate:

• Significant experience within Governance, Risk, Controls, Operational Risk or Complaints in Financial Services.
• Strong understanding of FCA complaint handling requirements, including DISP.
• Experience developing, assessing or testing operational controls.
• Experience conducting assurance reviews and presenting findings to senior stakeholders.
• Strong understanding of governance frameworks, operational risk management and risk event management.
• Experience with RCSA, control assessment or similar risk management frameworks.
• Excellent analytical and investigative skills with the ability to identify root causes and systemic themes.
• Strong stakeholder management skills with the confidence to provide constructive challenge.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple competing priorities.
• High levels of accuracy and attention to detail.
• Ability to influence positive change across operational teams.
• Proficiency in Microsoft Office, particularly Excel, PowerPoint and Word.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.