Let’s grow together! A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re experienced in Operations Oversight and are looking for an opportunity to grow in a friendly and inclusive environment, we’re looking for you! We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together … As a key member of the Customer Operations Management Team, you’ll play a vital role in ensuring we consistently deliver good outcomes for our customers. You’ll lead the identification, assessment, and management of risk across the division—making sure every risk notification is captured, evaluated, and prioritised with customer impact front of mind. Working closely with the Director and senior leadership, you’ll help shape our strategic approach to risk, compliance, and continuous improvement. You’ll be the central point of contact for audit and regulatory matters, ensuring we meet all obligations confidently and transparently. Your oversight of regulatory reporting and monthly risk packs will go beyond accuracy - providing insight-driven intelligence that supports decision making and enhances our ability to protect and serve our customers effectively. This is a high-impact role where your expertise will help foster a culture of proactive risk management and customer-first thinking. If you're passionate about making a difference and thrive in a collaborative, fast-paced environment, we’d love to hear from you. What Success Looks Like Success in this role means making a measurable impact on customer outcomes, operational resilience, and strategic decision-making. You’ll be expected to: · Champion a Risk-Aware, Customer-First Culture Embed a culture of continuous improvement and customer focus, reflected in stakeholder feedback, collaboration scores, and tangible examples of enhanced outcomes. · Deliver Regulatory Excellence Ensure timely accurate reporting, contributing to stronger audit results and fewer remediation actions. · Drive Insight-Led Operational Efficiency Implement process improvements based on risk insights, delivering cost savings and improved customer satisfaction. · Proactively Manage High-Impact Risks Ensure mitigation plans are in place for priority risks, with quarterly reviews showing improved customer outcomes and reduced financial or reputational exposure. About You About You We’re looking for a confident, proactive leader who thrives in a fast-paced, regulated environment and is passionate about delivering great customer outcomes through effective risk and compliance oversight. You’ll bring: · Customer Operations Expertise A strong understanding of operational processes across Motor Finance, Buy-to-Let, Savings, and Second Charge Mortgages—recognising how decisions impact customer and colleague journeys, and driving improvements that enhance experience and reduce risk. · Strategic Risk & Regulatory Insight Practical knowledge of the Group Risk Framework and regulatory expectations (e.g. Consumer Duty), with experience in identifying and managing risks that could affect customer outcomes. · Influential Stakeholder Engagement The ability to build trusted relationships across all levels, influencing decisions that support compliance, efficiency, and customer satisfaction. · Insight-Driven Thinking A data-led mindset, translating risk information into actionable insights that inform strategic and operational improvements. · Clear Communication & Ownership Strong written and verbal communication skills, with the confidence to raise concerns constructively and manage competing priorities with accountability. · Technical & Leadership Capability Experience using platforms like Magique for risk reporting, a commitment to continuous learning, and a passion for developing others—including early talent. Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply. Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page. Working hours Monday to Friday hybrid role 3 days in the office per week Inclusion As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team. About Us What can we offer you? Generous Holiday Allowance: Starting from 27 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate Profit Related Pay: We share some of our annual profit with our eligible employees Pension Plan: We contribute up to 10% of your annual salary towards your pension Family Friendly policies : We offer enhanced parental pay and paid time off for fertility treatment Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more Volunteering Day: Contribute to causes you care about with one volunteering day per year Life Assurance and Personal Accident Cover Be flexible We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home. Be yourself As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business. Be heard We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future. Be well We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services. Be better We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.