Head of First Line Risk and Customer Conduct - Homes | Skipton, UK

Head of First Line Risk and Customer Conduct – Homes

Head of First Line Risk and Customer Conduct – Homes

Head of First Line Risk and Customer Conduct – Homes

Hours:
35 hours per week
Closing Date:
Tue, 26 Aug 2025
We\’ve got a fantastic opportunity for an experienced Risk leader to join our Homes Financing (Homes) Leadership team as our Head of First Line Risk and Customer Conduct, reporting into the CEO of our Homes business here at Skipton Building Society.
This brand-new role sits in the first line of defence (1LoD) with its key purpose being to lead the design and implementation of the risk and customer conduct framework across our Homes business, based on the overarching frameworks and risk appetite as set by Group Risk (2LoD).
The Head of First Line Risk and Customer Conduct will ensure seamless delivery of our governance and controls, drive proactive risk management, and provide oversight of the operation of the agreed controls. Working closely with the business leadership team, compliance, risk and audit functions, you\’ll embed a culture of customer-centricity and proactive risk management. You\’ll ensure that our risks are well managed and mitigated, minimising adverse impact on our customers and provide frameworks to ensure that we are able to demonstrate that our customer outcomes are fair, regulatory expectations (including Consumer Duty) are met, and that 1LoD and control responsibilities are effectively discharged.
To be successful in this role you\’ll need to have strong experience in a senior 1LoD risk management position within UK mortgage lending. You\’ll have an exceptional understanding of the FCA regulations, Consumer Duty and conduct risk principles, and experience in designing and implementing customer journey and outcome monitoring frameworks.
In addition to technical excellence, the role requires strong business acumen and exceptional leadership, communication and influencing skills with the ability to drive cultural change.
Who Are We?
Not just another building society. Not just another job.
We\’re the fourth biggest building society in the UK and what makes us a bit different is that we\’re a mutual organisation. We don\’t have shareholders; we\’re owned by our members.
Our colleagues say Skipton\’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we\’ll help you take the next step towards a better future.
What\’s In It For You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?
As our Head of First Line Risk and Customer Conduct, you\’ll drive proactive risk identification and mitigation across the business lifecycle. You\’ll champion the delivery of good customer outcomes and ensure they are embedded in all risk assessments, controls, and decision-making processes. You\’ll develop and maintain the 1LoD Risk Framework for the Homes business, aligned with regulatory expectations and internal standards, and lead risk assessments across mortgage lending operations, identifying emerging risks and ensuring timely mitigation.
Key accountabilities include:

• Lead thematic reviews and root cause analysis of customer complaints, arrears, and forbearance cases.
• Collaborate with Customer Experience and Compliance teams to ensure continuous improvement in customer journeys.
• Provide operational risk oversight through overseeing controls across mortgage origination, underwriting, servicing and collections, and third-party risks, reporting on risk indicators and control effectiveness.
• Act as a trusted advisor to senior leadership, embedding a risk positive culture throughout the business and providing risk insight and challenge.
• Work closely with 2LoD and 3LoD to ensure we are adhering to Group standards and that an open cooperative dialogue is always maintained.
• Partner with Product, Operations, and Technology teams to embed risk considerations into change initiatives.
• Build and lead a high-performing team of 1LoD risk and conduct professionals.

What Do We Need From You?
To be successful in this role you\’ll need:

• Significant experience of operating in a similar level 1LoD risk role with a proven track record of delivering strong results.
• Strong understanding of FCA regulations
• Analytical mindset with the ability to interpret data and translate into actionable insights.
• Strong stakeholder management and communication skills with the ability to influence senior and diverse stakeholder groups.
• Exceptional leadership skills, providing technical guidance, support and challenge and fostering an inclusive and dynamic team culture.

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