Interim Head of Operational Assurance and First Line Risk - FTC 6 months

To effectively support and manage the Bank's approach to First Line Operational Risk and the handling of Retail Property Finance complaints in the first line. Please note this is an office based role which can be based from either our Wilmslow or Milton Keynes offices and offers up to 3 days per week working from home.

About us: Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Key responsibilities:

• 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 (1LOD) business activity and customer outcomes.
• Provide independent oversight and be responsible for the control and implementation of the Bank's Complaint Handling Policy.
• 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 and Head of Financial Crime and Head of Operational Change to manage monitoring of operational processes.
• Test adherence to policies and risk appetite including escalation via appropriate channels.
• 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, independent validation of Quality Controls (QC) and Assurance activities performed by the business.
• Support the monitoring of output from all First Line of Defence areas to identify potential operational risks.
• Assure remediation of control failures and compliance breaches.
• Support the heads of business lines and Operations to ensure Key Risk Indicators (KRIs) and risk appetite metrics are in line with the bank's Risk Appetite.
• Manage and oversee the development, design, and control monitoring of the Operations function RCSAs.
• Be responsible for building, developing, and maintaining effective relationships with colleagues across the business areas.
• Responsible for the oversight and leadership of the Operational Resilience Risk Management Framework.
• Ensure all Risk Incidents are raised appropriately by the business, documented and root cause is established.
• Control, manage and where appropriate maintain all Standard Operating Procedures across HFO.
• Lead your team by role modelling our ROC values and behaviours.
• People managers are responsible for completing all colleague life cycle activities.
• Any other duties commensurate with the grade and level of responsibility of this post.

Skills and qualifications required:

• Proven experience of working in a Risk/Controls Quality Assurance function within a financial institution.
• Knowledge of regulatory environment and key regulatory regimes.
• Understanding of compliance with group policies including Conduct Risk.
• Excellent attention to detail with a 'can do' attitude and strong team skills.
• Strong communication (written and oral) and organisational skills.
• Able to work under pressure, whether alone or as part of a small team.
• Considerable knowledge and experience of best practice and governance frameworks.
• GCSE English and Mathematics (or equivalent).
• Relevant professional qualifications (e.g., ICA, ORM, Chartered Banker, CeMAP etc.) and/or a willingness to study.

Beneficial skills:

• Understanding of Islamic Banking products such as Home Purchase Plans.

Additional Details:

• 25 days holiday entitlement increasing with service.
• Pension Plan.
• Private medical insurance.
• Group dental insurance.
• Income Protection.
• Life Assurance.
• 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.

Application: To apply, please send your CV to careers@gatehousebank.com.