Customer Operational & Conduct Risk Lead

Leeds Building Society; Leeds; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading financial institution in Leeds seeks an experienced leader to oversee operational and conduct risk management. The ideal candidate will have a proven track record in risk frameworks and be able to inspire high-performance teams. This role offers hybrid working options and a comprehensive benefits package, including a bonus and generous holiday allowance.

Benefits

Annual bonus of up to 15%

Hybrid working (60% home)

Matched pension contributions up to 10%

30 days holiday plus bank holidays

2 days volunteering per year

Qualifications

• Strong, visible people leader with good engagement skills.
• Experience in designing risk management frameworks.
• Understanding of FCA regulations related to consumer duty.

Responsibilities

• Lead the Consumer Duty Customer Support Framework implementation.
• Report to stakeholders and present during governance meetings.
• Drive a customer-focused risk management culture.

Skills

People leadership

Risk management frameworks

FCA Consumer Duty Regulation

Strategic thinking

Analytical skills

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – join our dynamic team in safeguarding the Society through effective operational and conduct risk management for customer facing operations.

How you'll make a difference

Reporting into the Head of Customer Risk and Assurance, this lead role is responsible for the development, implementation and oversight of the Society's Consumer Duty Customer Support Framework and Customers in Vulnerable Circumstances Management Strategy in the 1st line. You'll lead a team of specialists and provide guidance and strategic direction to the business to support the development, execution and oversight of Customer division's risks and controls to deliver good customer outcomes. You will present and report to key stakeholders, forums and committees ensuring there is a unifying thread top down and bottom up across the governance and reporting channels.

What will you bring to the role?

• Strong, visible people leader with an ability to inspire, coach and drive positive engagement and high-performance fostering inclusivity, diversity of thought, experience and culture.
• Background in designing and embedding frameworks to manage customer operational and conduct risks through transformation activity
• Detailed understanding of FCA Consumer Duty Regulation and Vulnerable Customer Guidance.
• Creative and strategic thinker with experience of effectively developing and implementing Customer Conduct strategies at an enterprise-level within a financial services organisation.
• Trusted and credible leader with an ability to communicate and present at all levels including senior leadership teams and committees.
• Ability to drive, promote and maintain a strong ‘customer outcomes focused' operational and conduct risk management culture across the Customer division.
• Strong analytical skills combined with the ability to communicate and present complex information to a range of audiences.

And in return, you'll get the best from us:

• An annual colleague bonus of up to 15%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 30 days holiday, plus bank holidays
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on [e-mail].

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