Business Controls Manager

Bank of Ireland; Bristol; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

Bank of Ireland is seeking a Customer Outcome Tester to join their team on a 12-month fixed-term contract. This role is pivotal in ensuring customer journeys align with regulatory requirements. The successful candidate will assess customer outcomes, advise on improvements, and support the bank’s commitment to customer focus while working from locations like Bristol, Belfast, or London.

Benefits

24 days annual leave

Excellent pension contributions

6 months paid maternity leave

Fertility and surrogacy policy

Employee assistance program

Qualifications

• Experience in an operational or conduct monitoring/testing role in financial services.
• Strong knowledge of Retail Banking products and services.
• Excellent attention to detail and accuracy in communication.

Responsibilities

• Deliver Customer Outcome Testing Assessments in line with frameworks.
• Identify and report risks related to customer treatment.
• Act as a Culture Champion for Customer Focus.

Skills

Customer Focus

Attention to Detail

Knowledge of Regulatory Requirements

Job description

What is the opportunity?

This is an exciting opportunity to join our Customer Outcome Testing team as Bank of Ireland UK continues to establish good customer outcomes ! You will use your knowledge of Regulatory Requirements and experience as an outcome tester to deliver independent 1st Line of defence monitoring and oversight.

You will carry out tests on a range of key customer journeys to supervise and advise the bank on its dedication to delivering good customer outcomes - operating a key control: Customer Outcome Testing.

Please note this is a 12 month fixed term contract and the successful candidate can be based in Belfast, Bristol or London.

In this role, you will:

• Work to deliver Customer Outcome Testing Assessments in line with the Framework and any other prescribed guidance and templates;
• Identify and call out emerging risks and issues in respect of the treatment of customers, and consider wider potential areas for improvement on customer journeys;
• Maintain up-to-date knowledge of the relevant businesses and regulatory requirements, including regulator expectations;
• Act as a Culture Champion for Customer Focus both within your team and with wider stakeholders;

Some travel may be required, when appropriate, to UK or ROI based offices

What will make you stand out?

• Experience in an operational or conduct monitoring/testing role in financial services or other regulated industry.
• Strong focus on delivering good outcomes for customers.
• Strong knowledge of Retail Banking products and services.
• Excellent attention to detail and accuracy, specifically in written and oral communication.

A bonus, although not essential, would be any of the following:

• Experience in a compliance and/or risk role in financial services.
• Experience in supporting customers through Bereavement journey.

Essential Qualifications

There are no specific qualifications or minimum educational requirements needed for this role.

More about the team

At Bank of Ireland UK, our purpose is to enable our customers, colleagues and communities to thrive. We do this through partnering with trusted, respected UK brands and intermediaries to offer simple, flexible, accessible financial services and products to UK customers.

UK Operations run the processes that deliver key services to our customers. From operating the services, to looking for efficiencies, to ensuring that what we do is reliable and resilient.

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Why work with us?

Bank of Ireland prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program along with other fantastic supports. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!

Key Competencies

• Manage Risk - People Manager
• Accountable - Self
• Customer Focused - Self
• One Group, one team - People Manager
• Agile - Self

We`re on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email.Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.