PD RCM Senior Manager

JOB PURPOSE 

Act as the First Line Risk & Governance Lead for Partnership Distribution, providing independent oversight, challenge and advisory support across all partnerships. The role is responsible for identifying emerging sales conduct, operational, regulatory and partner-related risks, influencing internal and external stakeholders to implement sustainable solutions, and ensuring business growth is achieved within Prudential’s risk appetite and regulatory requirements. 

The role serves as a trusted advisor to the Chief Partnership Distribution Officer (CPDO), partnering closely with Account Management, Operations, PD Academy, Product, Compliance, Legal and bank partners to strengthen governance, improve customer outcomes and proactively manage risk across the end-to-end sales and customer journey. 

KEY RESPONSIBILITIES 

Risk Leadership & Governance 

• Lead all first-line risk and control activities across Partnership Distribution, ensuring effective identification, assessment, monitoring and mitigation of business risks. 

• Act as primary risk advisor to the CPDO and PD Leadership Team, providing independent challenge and recommendations on business initiatives, sales campaigns, propositions and operational changes. 

• Own the Partnership Distribution Risk & Control Framework, including Risk Control Self-Assessment (RCSA), Risk Registers, Issue Management and remediation tracking. 

• Maintain strong partnership with CRO, Compliance, Legal and Internal Audit teams to ensure alignment on risk and governance priorities. 

Sales Conduct & Customer Outcomes 

• Establish and maintain frameworks to monitor sales conduct, suitability, licensing compliance, customer outcomes, complaints, replacements, lending-linked sales activities and other conduct-related risks. 

• Identify emerging sales trends, conduct risks and customer detriment indicators through data analysis, quality assurance reviews and management information reporting. 

• Lead deep-dive investigations into sales quality, customer complaints, persistency trends, operational incidents and other high-risk areas to determine root causes and recommend corrective actions. 

• Promote a culture of accountability, customer fairness and sustainable sales practices across Partnership Distribution. 

Partner Governance & Stakeholder Management 

• Lead governance engagement with bank partners on sales conduct, licensing, training, suitability, regulatory requirements and control effectiveness. 

• Influence partner stakeholders to strengthen governance standards while maintaining commercial effectiveness and customer-centric outcomes. 

• Represent Partnership Distribution in governance forums, regulatory discussions, audits and partner reviews as required. 

• Build strong working relationships across internal and external stakeholders to ensure timely resolution of risk and control issues. 

Regulatory & Audit Management 

• Lead regulatory change implementation activities impacting Partnership Distribution, translating regulatory requirements into practical business actions and implementation plans. 

• Coordinate responses to regulatory inspections, thematic reviews, audits and internal investigations. 

• Ensure timely completion of remediation actions arising from regulatory findings, audit observations and internal reviews. 

• Monitor implementation progress and provide regular updates to management and governance committees. 

Risk Analytics & Early Warning Monitoring 

• Develop meaningful risk dashboards, management information and early warning indicators to support proactive management decision-making. 

• Leverage sales, operational and customer data to identify emerging risks before material customer, partner or regulatory impacts occur. 

• Deliver actionable insights and recommendations to business leaders based on data-driven analysis. 

Capability Building 

• Strengthen risk awareness and governance capability across Partnership Distribution through coaching, training and ongoing stakeholder engagement. 

• Partner with PD Academy and business leaders to embed risk and conduct considerations into sales capability development programs. 

• Share lessons learned, industry developments and best practices to continuously improve the control environment. 

JOB ACCOUNTABILITIES 

• Effective first-line risk management across Partnership Distribution. 

• Timely identification, escalation and resolution of emerging sales conduct, operational and regulatory risks. 

• Successful closure of audit, regulatory and remediation actions. 

• Effective governance engagement with bank partners and internal stakeholders. 

• Delivery of meaningful risk insights, analytics and early warning indicators to management. 

• Embedding a culture of accountability, customer fairness and sustainable growth across Partnership Distribution. 

KEY REQUIREMENTS 

• Bachelor’s Degree in Business, Finance, Economics, Accounting, Risk Management or related disciplines. 

• 8+ years of experience in Risk, Governance, Audit, Compliance, Operations or Distribution Management within insurance, banking or financial services. 

• Strong understanding of insurance distribution, sales conduct risk, regulatory requirements and customer outcome frameworks. 

• Proven ability to influence senior stakeholders across business, control functions and external partners. 

• Strong analytical capability with experience translating data into actionable business insights. 

• Excellent communication, stakeholder management and presentation skills. 

• Demonstrated ability to balance commercial objectives with effective risk management. 

• Strong sense of ownership, integrity, judgement and independent thinking.