Head of Operational Assurance and First Line Risk

Founded in 2007, Gatehouse Bank is a UK challenger bank built on Shariah principles. With offices in London, Milton Keynes, Birmingham and Wilmslow, we provide ethical savings products and residential property finance, as well as expertise in UK real estate investment. We’re proud to combine strong values with a modern, customer-first approach.

The role involves supporting and overseeing the Bank’s First Line Operational Risk framework, alongside managing the handling of Retail Property Finance complaints within the first line. You will play a key role in strengthening the Bank’s control environment by delivering assurance through control testing across all Home Finance Operations areas. In addition, you will lead a team of Quality Assurance Analysts, overseeing the testing and sampling of first line (1LOD) activities to ensure robust processes and positive customer outcomes.

What you’ll be doing:

• 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.
• Manage complaint resolution in the first line, ensuring that complaint awareness and handling training is regularly reviewed and delivered.
• Support the Head of Customer Support, Head of Underwriting, Head of Financial Crime, and Head of Operational Change to manage monitoring of operational processes.
• Assess the risks associated with First Line of Defence business line activities and assist in maintaining a complete control framework for risk management activities.
• Undertake quality controls testing reviews via regular testing of key controls and 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.
• Deliver high quality reports/presentation packs for sharing with key stakeholders.

What we’re looking for:

• 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.