Job Summary
Support the implementation and ongoing management of the Customer teams' 1st Line Operational Risk approach, ensuring consistent application of risk mitigation strategies across Home Finance and Savings Product Governance processes and overseeing Training and Competency activities for Home Finance advisers.
While assisting the Head of Customer Propositions, improve the Bank's governance frameworks to effectively manage customer relationships in Home Finance and Savings, ensuring compliance with regulatory requirements and best practices to achieve good customer outcomes.
Key responsibilities
1. Own and continually improve the Product Governance Framework and Value Assessment Framework.
2. Support the wider customer team in achieving business goals while ensuring compliance with regulatory requirements and best practices.
3. Manage the ownership of the product governance framework and associated policies and procedures, including ongoing maintenance and communications to all teams.
4. Identify and mitigate risks associated with Home Finance and Savings Products.
5. Provide independent oversight of the Outcome Based Testing proposition for consumer Savings products and Home Finance suitability of advice and assurance of compliance with policies.
6. Test adherence to policies and risk appetite including escalation via appropriate channels.
7. Produce high-quality reports/presentation packs for sharing with key stakeholders; maintain a full audit trail with clear records to support review conclusions, stored in accordance with the bank's records management conventions.
8. Alongside the Head of Customer Propositions, act as the first point of contact for reviews undertaken by second and third line of defence.
9. Provide guidance and support to Senior Product Managers in aligning products with risk frameworks and ensuring compliance with relevant governance standards.
10. Oversee the supervision of the independent quality control checks of Home Finance advisers to ensure the suitability of their advice and address any identified poor outcomes.
11. Conduct Product Reviews liaising with Internal Audit and Compliance Monitoring in respect of any reviews and follow-up actions of updating the relevant Procedures and Processes.
12. Monitor product governance ensuring that all actions are tracked and completed within the designated time frame by the appropriate stakeholders.
13. Liaise with Compliance Monitoring, Internal and External Audits in respect of any annual reviews relating to QA and OBT.
14. Take ownership and maintain management information (MI) related to Consumer Duty for all product types, including MI on the assessments of the suitability of advice provided.
15. Identify and implement enhancements to increase the efficiency of processes.
16. Monitor and review customer complaints to assess any trends and link to processes and procedures improvements.
17. Lead your team by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process; providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team functions effectively.
18. Any other duties commensurate with the grade and level of responsibility of this role, for which the role holder has the necessary experience and/or training.
Skills required
1. In-depth knowledge of Savings, Mortgage and Home Finance regulation.
2. Leadership experience, including the ability to manage product risk, compliance, and control activities.
3. Extensive experience in Product Management, Governance and the mortgage industry.
4. Good working knowledge of MS Office applications (Excel, Word, PowerPoint as a minimum).
5. Understanding of compliance with group policies including Conduct Risk.
6. Excellent attention to detail with a 'can do' attitude and strong team skills.
7. Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience.
8. Strong communication (written and oral) and organisational skills.
9. Able to work under pressure, whether alone or as part of a small team.
10. Willingness to challenge, collaborate and adapt.
11. A self-starter requiring managerial skills, including the ability to manage risk, compliance, and control activities.
12. Skilled communicator with the ability to influence, provide appropriate feedback and motivate others.
13. Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.
14. Knowledge of regulatory environment and key regulatory regimes.
Beneficial skills and qualifications
1. Understanding of Islamic Banking products and a knowledge of the conventional.
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.
Additional Details:
We offer a highly attractive reward package; the typical benefits include:
1. 25 days holiday entitlement increasing with service.
2. Pension plan.
3. Private medical insurance.
4. Dental cover.
5. Income protection.
6. Life assurance.
7. 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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