Managers are responsible for risk management within the client engagement and risk should be a standing agenda item at management meetings.

Guidance to support risk management is available through the EM/SDM. Key areas of risk that should be focussed on and considered by managers within client engagements are:

  1. PEOPLE:
    • Resource management
    • Health and safety
    • Behaviour
  2. LEGAL AND REGULATORY
  3. CONDUCT:
    • Quality
    • Timeliness
    • Telephony (where appropriate)
    • Payments
  4. FRAUD
  5. INFORMATION SECURITY
  6. BUSINESS CONTINUITY
  7. SUPPLIER MANAGEMENT
  8. IT SYSTEMS
  9. CHANGE
  10. BREACHES AND OPERATIONAL LOSS

If you suspect that there is a risk or issue which should be raised with your EM/SDM in relation to one of the above matters, then you should take steps to raise the matter promptly. It is better to notify the EM/SDM of a matter which doesn’t require action than to not notify the EM/SDM of a matter which does.

Risks identified should be raised in line with the governance framework of the project or direct to the EM/SDM.


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