Business Risk Partner, Customer

Royal Bank of Scotland; Birmingham; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Royal Bank of Scotland is recruiting a Business Risk Partner, Customer in Birmingham. The role collaborates with senior leaders to manage risk and support strategic objectives within risk appetite and a strong control framework.

You will build relationships across three lines of defence, monitor risk themes and drive effective governance, reporting and improvement across consumer duty, customer outcomes and complaints.

Qualifications

• Significant experience in business risk management, conduct risk and Consumer Duty.
• Strong understanding of customer outcomes, complaints and product governance.
• Experience applying risk appetite, control effectiveness and risk event frameworks.

Responsibilities

• Partner with BB & CMM leaders to support safe growth by managing risk to customer outcomes.
• Maintain a forward-looking risk profile, connect controls, issues, events and MI.
• Provide constructive challenge on activities, products and change initiatives to support growth.
• Lead or support remediation of risks outside appetite and audit/regulatory actions.

Skills

Business risk management

Conduct risk

Consumer Duty

Customer outcomes

Complaints handling

Product governance

Control management

Job description

Join us as a Business Risk Partner, Customer

Partner with senior business leaders to identify, assess, manage and report risk, supporting strategic objectives within risk appetite and a robust control environment

You'll provide insight, constructive challenge and practical support across risk appetite, control effectiveness, governance, regulatory change and business transformation

Build valuable relationships across the organisation while helping shape a strong, proactive and commercially focused risk culture

What you'll do

In this role, you'll partner with Business Banking (BB) & Commercial Mid-Market (CMM) leaders to support safe and sustainable growth through effective management of customer outcome, conduct and control risks.

Your work will focus on:

• Building strong relationships across the Three Lines of Defence and specialist teams, enabling effective risk conversations and collaborative problem-solving
• Maintaining a clear and forward-looking view of the risk profile, connecting themes across controls, issues, events, governance and management information
• Providing constructive challenge on business activities, products, services and change initiatives to support sustainable growth and customer outcomes
• Leading or supporting the remediation of risks outside appetite, control weaknesses and audit or regulatory actions, making sure sustainable solutions are implemented
• Partnering with BB & CMM to identify, assess and manage customer outcome, conduct and control risks, supporting business objectives within risk appetite
• Supporting first-line oversight of customer outcome and conduct risks, including Consumer Duty, Improper Products and Services, and Customer Mistreatment and Service Failures, helping secure effective controls, governance and customer outcomes
• Working with the Complaints lead to address underlying risk and control issues, so remediation is effective, accountability is clear and lessons learned are embedded into business-as-usual activity

The skills you’ll need

We’re looking for someone with Significant experience in business risk management, conduct risk, Consumer Duty, customer outcomes, complaints, product governance and control management within financial services. You'll bring strong understanding of the EWRMF and practical experience applying risk appetite, RCSA, control effectiveness, issue management and risk event frameworks. Experience operating within a complex regulated environment, translating policy, regulatory and framework requirements into practical business outcomes and informed risk decisions is also essential.

You’ll play an important role in fostering a proactive risk culture, driving simplification and strengthening risk and control practices across the business.

You’ll demonstrate

• The ability to identify emerging and interconnected risks, draw insights from risk data and translate complex information into clear business recommendations
• Experience influencing senior stakeholders, providing constructive challenge and building trusted business relationships
• Strong analytical, written and verbal communication skills, including the ability to produce clear risk reporting and governance materials
• A proven track record of simplifying processes and driving continuous improvement across risk management practices
• Experience using complaints insight, customer outcome MI, issues, events, control testing and business data to identify root causes, themes and required management action

Hours 35

Job Posting Closing Date: 11/09/2026

Ways of Working:Hybrid