United Kingdom
Risk senior leader with over 10 years’ experience in Financial Services, skilled in identifying, assessing, and mitigating risks to strengthen organisational resilience. Proven track record of shaping risk strategies, driving regulatory compliance, and leading cross-functional teams to deliver sustainable risk reduction and informed decision-making across all lines of defence. An active advocate for inclusion and belonging, currently leading a key work stream to shape recruitment and talent attraction. Women in GRC male advocate of the year shortlisted 2025 & 2026
Key responsibilities in my role are as follows; Conduct Framework • Support the embedding and improvement of RSA’s conduct, product, and other relevant frameworks, including governance, processes, controls, and tools (e.g. Customer Impact Assessment) • Oversee monitoring of business adherence to aspects of the conduct and product frameworks across the CL business (working with Conduct Framework and Risk and Control teams) • Provide high-quality advice to Line 1 on conduct matters • Escalate risks / issues relating to conduct and regulatory compliance to relevant stakeholders and/or forums • Proactively champion a strong risk and control culture across Line 1 and drive continuous improvement • Contribute to conduct training for the team and the wider business Regulatory Risk Management • Provide high-quality advice and guidance to Line 1 on regulatory compliance matters • Review and challenge selected small-scale changes, e.g., websites, financial promotions, customer documentation, etc. • Review and challenge the interpretation and design of changes (regulatory and non-regulatory) that impact our customers • Support the business in implementing and embedding relevant regulatory change • Contribute to regulatory compliance / risk management training for the team and the wider business Delegated Oversight • Lead and shape the direction of the team responsible for supporting Delegated oversight and management • Input to delegated authority governance and oversight, including review and challenge of conduct / customer impact or harm assessments for new business and renewals • Oversee the management and closure of CL operational incidents (incl. Delegated business) • Oversee Employers’ Liability Tracing Office (ELTO) management and reporting for the CL business • Accountable for quality of MI / reporting on selected Delegated oversight matters
Conduct Framework • Support the embedding and improvement of RSA’s conduct, product, and other relevant frameworks, including governance, processes, controls, and tools (e.g. Customer Impact Assessment) • Provide high-quality advice to Line 1 on conduct matters • Proactively champion a strong risk and control culture across Line 1 and drive continuous improvement • Contribute to conduct training for the team and the wider business • Lead the Commercial delivery of the Conduct Improvement Programme Regulatory Risk Management • Provide high-quality advice and guidance to Line 1 on regulatory compliance matters • Review and challenge the interpretation and design of changes (regulatory and non-regulatory) that impact our customers • Support the business in implementing and embedding relevant regulatory change • Contribute to regulatory compliance / risk management training for the team and the wider business Delegated Oversight • Lead and shape the direction of the team responsible for supporting Delegated oversight and management • Input to delegated authority governance and oversight, including review and challenge of conduct / customer impact or harm assessments for new business and renewals • Oversee the management and closure of CL operational incidents (incl. Delegated business) • Oversee Employers’ Liability Tracing Office (ELTO) management and reporting for the CL business • Supporting and implementation and training of new processes and controls • Analysing the root cause of poor customer outcomes and designing and implementing solutions • Oversee the implementation of remedial work arising from compliance monitoring activity, taking ownership of specific issues as appropriate • Administer approval and control over regulatory documentation and marketing • Schedule and undertake periodical reviews of approved documentation, in order to main regulatory standards • Work with the Marketing team to assure regulatory alignment with promotions
The role involved day to day management of all scheme bordereaux’s within Regions & SME, Profin and CERE. • Management of bordereau debiting both on-shore and off-shore. • Monthly management of QA activities both on-shore and off-shore • Addressing performance challenges and implementing best practise. My role also involved highlighting better ways of working by way of implementing new and improved processes to generate greater efficiencies and performance within the trading centre. • Responsible for the management of group internal audit actions including remediation and closure • Responsible for risk incident management across CRS Maintaining and improving broker relationships forms part of my core role ensuring that both parties are delivering the level of performance expected. Working closely with the Governance team, I support with the completion and closure of actions and improvements to ensure both broker and RSA are legally compliant. I was selected to be part of the first Trading Centre Talent Programme which will test my skills and abilities through a range of projects and mini missions. The programme also provides me with the opportunity to learn a variety of new skills and knowledge of RSA Group.
My role as Schemes Team Manager involved the following; - Managing a team of 10 schemes handlers - Implementing a robust new business and growth strategy to strengthen the scheme portfolio - Working with and implementing PPC and web marketing campaigns - Day to day management of the scheme team operation, holding monthly 1-1's, performance reviews, performance coaching. - Relationship management with brokers - Management off all schemes Governance and compliance activities - Implementation and on-boarding of new schemes into the trading centre
My role as Service Team Manager had two dynamics during my time in this capacity. I was firstly responsible for the re-design of the internal new starter training package for the contact centre, which also involved holding training and coaching sessions. Following on from this, I was tasked with launching a supportive performance development programme which involved providing new starters with live operational experience throughout a 4 week programme before 'officially' going live within the teams. My role also involved managing a team of inbound handlers within the Personal Lines and Commercial department, ensuring telephony performance achieved met the targets and expectations outlined by the business.
Duties involved managing the store operations working alongside the Store Manager. Overseeing operations and activities in the Store Managers absence. Supporting and implementing operational change across various departments. Coaching and developing staff and performance management.
Appointed by the Chief Executive Officer to be placed as the companies first Management Trainee. Duties involved working closely with the Senior Directors, Store Directors and Sales Advisors to structure a group wide trainee management programme. Based across the nationwide store portfolio in the UK and mainly concentrating my capacity on the Menswear Fashion, HomeWare and Cosmetics departments.