Head of Operational Assurance and First Line Risk

About Gatehouse Bank

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

In this role, you will support and oversee 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 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 and 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 the 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 e 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 & 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

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.

What you'll get in return

We offer a competitive and well-rounded benefits package, including:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Dental cover
• 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.

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