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Conduct & Governance Assistant – Colchester

You will be supporting the Governance Manager and the Head of Conduct & Governance with the day to day management of the governance, assurance and Conduct Risk activities within the Business Control & Governance department covering all group entities. All duties are to be performed according to company procedures and regulatory requirements.

Essential job functions


Management of Agent Conduct Risk MI, including:

  • Preparation of pack to be shared with agent
  • Liaison with clients to walkthrough MI requirements
  • Maintaining a Conduct Database (inc adding new or cancelled contracts)
  • Chasing for MI
  • Analysing MI to ensure no conduct concerns
  • Escalation of any conduct issues with commercial teams and/or agents to resolve
  • Review and sign-off of TCF scorecards to ensure satisfactory conduct risk and where appropriate, escalation to Commercial Team and/or Underwriters
  • Maintain Exception list for ‘amber’ TCF scorecard passes
  • Monthly and quarterly production and distribution of Conduct Risk Reporting for Underwriters
  • Review and sign-off of Contract Information Forms (CIF’s) to ensure satisfactory conduct risk and where appropriate, escalation to Commercial Team and/or Agent


  • Process, monitor and maintain the companies Risk, Incident and Breach registers, ensuring actions are progressed and completed
  • Process, monitor and maintain log for Data Subject request in accordance with company procedures
  • Completion of due diligence checks for agents, solicitors and third party clients
  • Auditing of internal processes and procedures where required
  • Assist in maintaining oversight of all clients including those with sub-delegation
  • Oversight of all necessary checks including onboarding, website checks and continual ongoing monitoring as per company procedures
  • Assist in the maintenance of the Policy Management Tracker to ensure that each policy is reviewed and updated on an annual basis by the policy owner
  • Assist the Governance Manager with the completion of any information requests received from clients, underwriters and auditors
  • Keeping up to date with FCA publications to understand how this will impact the business and our processes
  • Use the ICS Compliance website and technical department for source material and information to support compliance activities.
  • Support in the development of an IT solution to accommodate Conduct & Governance Requirements


  • Make appropriate recommendations to improve policies and procedures where necessary
  • Arranging meetings and sending invites to all relevant attendees
  • Taking meeting minutes
  • Updating process flows and procedures as instructed
  • Maintain folders on the P: and/or T: Drive
  • To provide general assistance and help/guidance to colleagues where appropriate.
  • Ad-hoc project work
  • To carry out all work in accordance with agreed service standards and FCA regulations
  • Comply with procedures, policies and regulations as relevant to remit
  • Ensure you complete all mandatory and job specific training requirements in line with the required time frames
  • Complete the required number of hours of Continuing Professional Development (CPD) as it pertains to your role and applicable qualifications and ensure this is logged in Workday
  • Fully participate in all applicable fitness and proprietary and Performance Review processes
  • Promptly advise your line manager/HR as to any matter that may be relevant and/or impact your ability to perform in your role
  • Other duties may be assigned in order to meet the on-going needs of the organisation
Key performance indicators

Firm’s Objectives:

Arc Legal Assistance is one of the UK’s leading providers of legal expenses insurance. Our business model for legal expenses insurance involves outsourcing the legal conduct of claims to top quality law firms. An over-riding principle is maintaining high standards of honesty and ethics in all that we do. Other key elements of our business objectives include:

  • Provision of market leading products and services
  • Service excellence, technical expertise, rapid response and clear and straightforward communications
  • Investment in systems and infrastructure to support all areas of the business
  • Strong financial management and close control of costs
  • Ensuring profitability for Arc and our commercial partners
  • Treating customers fairly
Qualifications, experience and competence 


  • Excellent verbal and written communication
  • Excellent organisational and time keeping skills
  • Confidence to own tasks without supervision
  • Strong Microsoft Excel skills
  • Strong attention to detail
  • Strong analytical skills
  • 5 GCSE’s grade A-C including English and Maths


  • Experience of using all Microsoft Office programs
  • Knowledge of Legal Expenses
  • Insurance Background

NOTE:  This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the on-going needs of the organization.

Core behavioural & professional competencies 

Results Driven: Displays energy, determination and a sense of urgency to get the job done; understands the importance of meeting deadlines to achieve objectives; takes responsibility for organising own workload to ensure goals are met; identifies barriers or issues that might impact adversely on getting the job done and is proactive and innovative in resolving problems and finding solutions; strives for excellence.

Adaptable & Open to Change: Demonstrates a willingness to adapt and change according to circumstances; is able to comfortably handle ambiguity and changes in priorities; identifies the requirement to demonstrate flexibility for the wider benefit of the department and the business; supports change and the drive to continuously improve.

Relationship Management & & Customer Focus: Builds and maintains strong internal and external customer and other relationships as relevant to role; is able to effectively understand and support customer needs while balancing business needs; takes responsibility for meeting agreed service levels and other commitments.; strives to deliver excellence and innovates to deliver solutions; ensures that everything that they do complies with all Treating Customers Fairly (TCF) principles.

Risk Management: Is able to understand and identify common types of business risks for their functional or business area; actively supports the maintenance of an effective control environment; takes timely remedial action as may be required to prevent or minimise loss; proactively escalates risks to the appropriate party; supports continuous improvement in the management of risk.

Collaboration: Demonstrates respect and integrity in all collaboration with others; works with rather than competes with others in the business to achieve company goals; builds trust through open communication; adapts style and messaging appropriately; seeks out and listens to the opinions of others; supports team building and an inclusive culture that values diversity.

Continuing Professional Development: Proactively keeps up to date with regulatory and professional changes; maintains the required knowledge and skills to perform in post and undertakes all required / mandatory training; ensures that annual learning and development plans and Continuing Professional Development (CPD) obligations are achieved.

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