The Role
We are seeking a proactive and detail-oriented individual for our banking client, to support the implementation and management of 1st Line Operational Risk within the Mortgage Distribution team. This role also involves leading the implementation and oversight of our Training & Competence Scheme and the mandatory Learning & Development programme.
This is an exciting opportunity to play a key role in driving a culture of excellence, accountability, and continuous improvement across the customer and broker journey.
Key Responsibilities
* Support the Head of in building a high-performing, expert team that champions a "Right First Time" culture.
* Conduct in depth and ongoing call, email and overall case monitoring to ensure consistency and an excellent level of advice and service to customers.
* Implement and monitor the Training & Competence Scheme and Learning & Development requirements, ensuring the delivery of suitable advice and positive customer outcomes.
* Partner with Compliance Monitoring, Internal Audit, and External Audit teams during annual and ad-hoc reviews relating to quality control.
* Identify training needs across Home Finance Distribution, making recommendations to enhance procedures, policies, and performance outcomes.
* Provide regular performance metrics and insights aligned with our risk control and service frameworks.
* Ensure timely follow-up and process updates following internal and external audits.
* Monitor customer and broker complaints and feedback across all platforms to identify trends and opportunities for improvement.
Skills & Experience
* Solid understanding of mortgage and home finance regulation in the UK.
* Knowledge of banking operations, including customer service, credit, financial crime, and operational risk within the Three Lines of Defence model.
* Strong awareness of Conduct Risk and Consumer Duty obligations.
* Ideally holds Competent Supervisor status, current or previous
* CeMAP qualification or equivalent is essential
Why Join Us?
* Be part of a purpose-led bank that operates with integrity and transparency.
* Make a meaningful impact in a dynamic and fast-growing organisation.
* Work in a supportive, inclusive environment that values innovation, learning, and personal development.