Vulnerable Customer Specialist - Regulatory, Governance & Reporting in Coventry

We have the opportunity to join us as a Vulnerable Customer Specialist - Regulatory, Governance & Reporting. This newly created role is responsible for the regulatory and conduct risk strategy within the Group's Financial Difficulty and Vulnerability (FD&V) function, supporting the development of a governance framework, performance metrics and reporting to drive improved outcomes for vulnerable customers.

A key part of the role will be to support the Senior Manager – Vulnerable Customers in the development and delivery of the Group strategy, providing expertise in the development and maintenance of an effective governance and compliance framework. The role will provide an Enterprise-wide focus and Management information that measures performance and enables a proactive view of risks and issues. It will work closely with the wider Vulnerable Customer team, Risk and Controls and Outcomes Testing Teams within Enterprise Shared Services, developing a collaborative, coordinated and consistent approach to risk management, monitoring and tracking actions relating to vulnerability.

Key responsibilities include:

• Development of a vulnerable customer governance and reporting strategy, aligning with regulatory and enterprise risk frameworks.
• Monitoring, responding to and reporting on key risk indicators, customer outcomes and compliance metrics.
• Escalating material breaches, providing support and guidance of risk‑event resolution.
• Developing and maintaining Vulnerable Customer dashboards, metrics and reporting of Customer Outcome KPIs.
• Preparing reports for relevant risk and governance committees, supporting internal and external assurance activities.
• Driving root‑cause analysis to influence group‑wide vulnerability support.

The role is a hybrid role that can be based from Binley, Coventry or Balloon Street, Manchester. Travel to both locations may be required occasionally.

For this role you will already be a subject‑matter expert, with strong experience of risk management, governance, and oversight. You’ll be comfortable working with data and confidently engage and manage relationships with key Enterprise‑wide stakeholders.

To be successful in this role it’s essential you have:

• Significant experience in Financial Services with a strong focus on delivering good customer outcomes for vulnerable customers.
• Experience within a Risk & Control environment with Consumer Duty exposure.
• In‑depth experience of working with regulatory requirements related to vulnerable customers.
• Credibility and the ability to engage, persuade and influence a wide range of stakeholders.
• Good knowledge of vulnerable customer FCA guidance and best practices and a deep commitment to fair treatment.
• Strong communicator with experience writing committee papers.
• Well‑developed analytical skills, detail‑oriented, and proactive in identifying and resolving issues.

Desirable experience will be:

• Conduct Risk frameworks.
• Knowledge of other outcome testing processes.
• A recognised GRC or risk qualification is preferred.

We’re one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others. We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition, and comprehensive support for wellbeing.

At the beginning of the year, The Co‑operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues. We’re serious about equality, of race, age, faith, disability and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters: We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer: We’re proud to offer an interview or assessment to every disabled applicant who meets the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.