Operational Conduct Manager

Let’s grow together!

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced manager passionate about the delivery of good outcomes looking for an opportunity to grow in a fast-paced, friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together …

What you’ll be doing

• Act as a key business partner to support and challenge operational business managers manage conduct risk across their areas.

• Manage and support team leaders to promote a "customer first" culture and deliver our outcomes testing strategy.

• Develop KPIs, SLAs, and metrics dashboards for use in assessing customer service and experience.

• Use detailed MI to drive and develop internal control of regulatory and conduct risk, providing insight and support in addressing operational/conduct incidents and breaches.

• Support key governance committees, support business change projects and lead working groups as required.

• The candidate should have experience in operational management and customer oversight strategies

• Have a good working knowledge of FCA regulations in financial services and expertise in identifying and managing conduct risk

• Ability to create MI and manipulate data for senior stakeholders

• Be self-confident and highly organized with strong interpersonal and leadership skills

• Proven track record in pragmatic solutions delivery and relationship management and able to apply professional judgment to identify, diagnose, and resolve regulatory and conduct-focused changes

• Generous holiday allowance, with a day off for your birthday!

• Paid community volunteering

• Company-wide, profit-sharing bonus

• Pension plan – we’ll contribute up to 10% of your annual salary

• Life assurance and personal accident cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. Emerging from the pandemic, most teams are moving towards hybrid working, splitting their week between the office and home.

The role is full time, a 37.5hr week, incorporating hybrid working with the expectation of at least one day per week at our Homer Road offices

Be yourself

We welcome diversity and we care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Formed in 2020, our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We offer a range of support to help you care for your wellbeing, from our free Employee Assistance Programme to our qualified Wellbeing team who are on hand to connect you with the help you need to get more out of life.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.