HomeServe are currently recruiting for a Head of Marketing Risk & Governance to join the Marketing Team in Walsall. This is a brand new role that will be working closely with our Compliance & Risk Team.
The successful applicant will have a financial services background, strong Governance & Risk experience blended with a great understanding of marketing. This role comes with no direct reports, therefore, you will be a great leader, but will also be very 'hands on' and happy to manage and do the work on large strategic projects as well as smaller pieces of admin.
We work in a hybrid way, with a requirement to travel into our Walsall office at least twice a week to work with the team. With that in mind you will be located within a convenient commute to Walsall.
The focus of the Customer Communications team brings together all ‘centres of excellence’ that support the wider running of the Marketing function – including delivering brilliant communications, leadership of brand strategy and creative execution, project/ campaign management leadership, research and importantly governance and oversight to support the safe, effective and resilient running of the department – focussing on the best outcomes for both the customer and HomeServe. The Customer Communications Department is made up of three areas:
- Brand - Creative, Content, PR & External Communications
- Campaign - Management & Production
- Governance - Overall oversight of the department, process, controls and risk management
You will be tasked with delivering an effective Risk, Governance and oversight service for the CMO, Certified Managers
and the wider Marketing team.
- Support in the delivery of an effective First Line of Defence as defined in the HML
Enterprise Risk Management Framework for the Marketing division
- Responsible for ensuring the effective identification, assessment and management of
risks across Marketing
- Accountable for the management of the required governance including the organisation
and recording of Management Committees and approval forums
- Supplier Oversight & control
- Training & competence – testing and evidence
- Process oversight and control testing
- Business & Ops resilience
Key Responsibilities:
Risk Management
- Overseeing risk identification, scoring, recording and mitigation
- Leading on the identification and mitigation of emerging risks
- Overseeing the Control framework and monthly reporting to the Approved Persons in
relation to Conduct, People, Capability, Capacity, Governance and Control Risks
- Overseeing the plans for risks out of appetite - ensuring the correct MI is monitored regularly
and actions are completed by risk owners to deadline
- Accountable for ensuring risk controls are adequate, by overseeing the testing of controls
within the department and reporting on their adequacy, operation and effectiveness to the
relevant Senior or Certified Manager
- Overseeing the Senior Risk Manager’s management of departmental incidents, ensuring
they are reported correctly, with robust investigations into route cause and all actions are
completed to ensure prompt closure
Oversight and Governance
- Management of SMMG - Sales and Marketing Management Group, ensuring the CMO has
the correct oversight of the department and activities. This includes overseeing paper
submissions to ensure the correct proposals are in the forum, with papers written to a high
standard
- Management of marketing approval - ensuring the correct activity goes through both the
Marketing Review Meeting and Marketing Sign off, and all decisions are recorded
- Management of MCF - Marketing Consumer Forum, ensuring the department monitor
Customer Outcomes through MI and Research and focus areas are promptly identified, with
robust action plans that are completed to deadline
- Management of the creative approval process - ensuring approvals are completed by the
right stakeholders and are correctly logged in Workfront
Marketing processes:
Accountable for the development, implementation, efficiency and control of key processes
that run the Marketing function:
- Lead the design of marketing operation processes where required and the
implementation to improve overall marketing campaign delivery & effectiveness,
ensuring these changes are reflected in Marketing process documents
- Manage the existing process maps and work instructions, ensuring they are
reviewed and approved annually
- Using business MI and risk assessments to identify opportunities for process
improvement either to make corrective measures or enhancements.
Marketing supplier management:
Accountable for effective management of the marketing supplier roster
- Lead the planning of quarterly supplier/ partner business reviews ensuring all key
actions required to drive effectiveness are robustly recorded and delivered.
- Ensuring we have the appropriate governance framework and business
continuity plans for each of our key suppliers
- Have oversight of any key risks at the suppliers, ensuring they have robust
controls and monitoring in place
Training and Competence:
- Accountable for the management of regulatory training within the department - ensuring all
People have the up to date regulatory knowledge to perform their roles. This includes the
development of the annual training plan for general regulatory knowledge including - the
development of Financial Promotions, Data Protection, Consumer Duty and Advertising
Standards
- Accountable for the oversight of Marketing CPD & CBT reporting, ensuring the department
completes the requirements on time and the T&C Annex reporting is completed quarterly for
all colleagues
- Accountable for the development of the skills matrix within Marketing, ensuring every role in
the department has a detailed list of all required skills, indicating the level required for the
Grade
- Accountable for the development of the New Starter Training programme - ensuring all
regulatory training requirements are covered and an attaining competency programme is
implemented and monitored, tailored to job role
- Accountable for maintaining the Marketing Careers framework, ensuring all role profiles are
correctly documented and any required changes to accountabilities are reflected in
Marketing SIPOCs.
Operational resilience:
- Disaster Recovery and Business Continuity for the Marketing for the Marketing Operations area
Approved Person Support:
- Delivery of Risk Management support and advice to the Approved Person and the Certified
Managers within Marketing
- Support to the Approved Person and Certified Managers during the annual certification
process
- Ensuring that all APER records across Marketing are kept up to date including CPD
Department leadership:
- Providing overall “regulatory” advice including FCA, ASA and associated standards and
supporting in conversations with Legal, DPO and Compliance
- Leadership, training and development of direct reports, team strategy
- Raise the bar in People (team) performance, drive engagement and support Career
Progression Framework development, demonstrate role model behaviour at all times
- Play an active part in the HomeServe leadership team. Operate effectively with senior
stakeholders –deputising for Director of department where required