Conduct & Controls Manager

We’re hiring for a Conduct & Controls Manager to support our growing Commercial Insurance team!

To keep up with our growth in the UK and Ireland, we’re looking for a dedicated Conduct & Controls Manager to operate within the First Line of Defence (1LOD), embedding FCA-compliant practices across mid-market consumer, commercial and wholesale insurance broking operations. You will ensure regulatory requirements are executed effectively at transaction level, overseeing operational controls, file quality, conduct standards and breach identification across the business.

We’re looking for someone with:

• 3+ years’ experience within commercial or corporate insurance broking.
• Experience in a QA, compliance, audit or operational control capacity.
• Sound understanding of FCA regulatory expectations in an insurance intermediary environment.
• Demonstrable experience identifying and managing conduct risk issues.
• Strong working knowledge of FCA requirements including ICOBS, SYSC, DISP, PROD and Consumer Duty.
• Practical understanding of conduct risk within commercial broking.
• Experience conducting structured file reviews and thematic QA

It would be great if you also have:

• Experience operating within a First Line of Defence control role.
• Experience supporting FCA reviews or regulatory visits.
• Experience working within delegated authority or scheme environments.
• Professional insurance qualification (e.g. Cert CII or above).

Using these skills, you’ll be:

• Leading the day-to-day oversight of FCA regulatory requirements within broking operations, ensuring compliant delivery of demands & needs, suitability documentation, renewal transparency, fair value assessments, and appropriate disclosure of remuneration and conflicts of interest.
• Ensuring vulnerable customer processes are consistently applied and aligned with Consumer Duty expectations.
• Delivering robust first-line quality assurance through structured file reviews across new business, renewals and mid-term adjustments, alongside thematic reviews (including premium finance, conflicts and delegated authority adherence).
• Reviewing high-risk or complex placements prior to binding where appropriate, identifying systemic control weaknesses, implementing effective remediation, and maintaining clear audit trails of QA activity.
• Reviewing marketing materials, new agency/sub-broking/wholesale requests, and overseeing AR relationships.
• Managing breaches and incidents from identification through to resolution, assessing impact, investigating root causes, overseeing customer remediation, implementing preventative controls, and ensuring appropriate documentation and regulatory reporting.
• Overseeing complaints and customer feedback in line with DISP requirements, ensuring fair, timely and well-reasoned outcomes, identifying root causes and wider organisational risks, implementing Consumer Duty-driven improvements, and escalating material or recurring issues where required.
• Championing strong conduct standards by challenging decisions where foreseeable harm risks exist, supporting teams in evidencing good customer outcomes, and reinforcing clear, fair and not misleading communications.
• Embedding process and control integrity by ensuring regulatory steps are consistently followed, authority limits and delegated arrangements are adhered to, binder and placement controls are monitored, and regulatory changes are effectively implemented.
• Promoting a “right first time” culture through early issue escalation, real-time coaching, constructive challenge, and reinforcing conduct-led decision-making in commercial discussions.

Who is NFP?
With over 600 people in the UK and Ireland and over 8,000 employees worldwide, NFP is part of the Aon group and specialise in helping businesses in four core areas:

• Insurance (helping them manage key risks)
• Health and safety (supporting them to create a safer workplace for their employees)
• Employee benefits (helping them reward their people more effectively)
• HR, people and talent (supporting employers and their people to thrive through changes and challenges)

What you’ll love about working here

• working in a dynamic, fast-paced organisation in an exciting industry
• the opportunity to do globally impactful work from day one
• learning from industry and business line specialists with decades of experience
• a huge variety of projects to work on and challenges to solve
• our People First culture, which illustrates our commitment to your wellbeing and development, not just as an employee but as a human being
• a rich suite of employee benefits and out-of-work perk

The great benefits we offer:

Finances
It’s important to know you’re paid fairly for the hard work you put in, which is why we complete regular reviews to keep your salary in line as you progress. Plus, we offer initiatives to support and give you financial peace of mind.

• Matched employer pension contributions
• Life Assurance and Group Income Protection
• Lifestyle discounts for well-known brands

Work-life balance
We appreciate the importance of your life outside of work and the benefits of an effective work-life balance. That’s why our policies and culture respect your ability to be flexible, helping you be your best self both in and out of the office.

• Opportunity for hybrid working
• Generous annual leave allowance

Health and wellbeing
We firmly believe in supporting the whole person, not just the employee. At NFP, you have access to a number of initiatives and resources designed to support your physical and mental health and wellbeing.

• Comprehensive Private healthcare
• Healthcare cash plan
• Additional days off throughout the year to focus on your wellbeing

Charity and community work
At NFP, your sense of purpose will stretch far beyond your job role. With numerous opportunities to support charities and local initiatives close to our heart, you’ll be able to join us in making a real difference.

• Numerous charity fundraising challenges and events throughout the year
• Opportunities to volunteer and give back to the community
• Award-winning apprenticeship program, helping local schoolchildren take their first steps into the world of work

Social
It’s not all hard work; we also love to let our hair down. By providing plenty of opportunities to socialise with your colleagues throughout the year, we help ensure our people get on personally as well as professionally.

• Two large employee events every year for summer and Christmas
• Enjoy out-of-work events and socials to get to know your team better
• Good office locations with plenty of opportunity to socialise outside of work

Inclusion and belonging
We’re proud holders of Insurance Business Magazine’s 5-Star Inclusion and Belonging Employer award. Through our dedicated Inclusion and Belonging committee, we hold educational events that foster a culture of curiosity, not judgement.

• A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board
• Inclusive policies and procedures to ensu
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