Interim Head of Operational Assurance and First Line Risk in Cheshire, Wilmslow

Role Purpose
This position will effectively support and manage the Bank’s approach to 1st Line Operational Risk and the handling of Retail Property Finance complaints in the first line. Please note - the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week. This role can be based from either Wilmslow or Milton Keynes.

Role Duties

• Enhance the bank’s control framework by carrying out assurance of control testing across all Home Finance Operations areas.
• Lead a team of Quality Assurance Analysts responsible for testing and sampling first line of defence business activity and customer outcomes.
• Provide independent oversight and be responsible for the control and implementation of the Bank’s Complaint Handling Policy, ensuring all regulatory, legal, and service requirements are met and the relevant reporting, feedback, and root cause analysis frameworks are in place and fully operational across retail saving and home finance products.
• Manage complaint resolution in the first line ensuring that complaint awareness and handling training is regularly reviewed, delivered and that customers receive fair and good outcomes.
• Support the Head of Customer Support, Head of Underwriting, Head of Financial Crime, and Head of Operational Change to manage monitoring of operational processes, including their adequacy and effectiveness.
• Assess the risks associated with First Line of Defence business line activities and assist in maintaining a complete control framework for risk management activities.
• Support colleagues to identify risks from First Line of Defence.
• Undertake quality controls testing reviews via regular testing of key controls, independent validation of Quality Controls (QC) and Assurance activities performed by the business.
• Responsible for the control and oversight of the Third‑Party and Outsourcing Risk Management Framework, ensuring all supplier arrangements meet the Bank’s governance standards and the framework is managed in line with regulatory expectations.
• Deliver high quality reports/presentation packs for sharing with key stakeholders.

Required Skills

• Proven experience of working in a Risk/Controls Quality Assurance function within a financial institution.
• Knowledge of regulatory environment and key regulatory regimes including demonstrable understanding of regulatory requirements and Conduct rules (CONC, COBS, BCOBS, MCOB, SYSC, DISP).
• Knowledge of UK banking (Customer Service, Credit, Financial Crime, Operations) and risk management & controls principles appropriate to the three lines of defence model.
• Understanding of compliance with group policies including Conduct Risk.
• Considerable knowledge and experience of best practice and governance frameworks, methodologies, and emerging practice, in relation to the UK regulated financial services context.

About Us
Gatehouse Bank was established in 2007. With offices based in London, Birmingham, Milton Keynes and Wilmslow, we’re one of the fastest growing banks of our kind in the UK. We are a British, Shariah-compliant bank and follow a set of principles which promote fair play. Our products are transparent, fair and socially responsible.

Additional Details
We offer a highly attractive reward package; the typical benefits include: 25 days holiday entitlement increasing with service, pension plan, private medical insurance, dental cover, income protection, life assurance, and employee referral bonus.

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.