Head of First Line Risk and Customer Conduct - Homes

Skipton Building Society; England; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A prominent UK building society is seeking a Head of First Line Risk and Customer Conduct to lead the design and implementation of the risk and customer conduct framework. This role requires strong experience in senior risk management within UK mortgage lending and an understanding of FCA regulations. The successful candidate will drive proactive risk management, ensure customer-centric outcomes, and develop a high-performing team. Hybrid working options and competitive benefits are offered.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Holiday trading scheme

Matching employer pension contribution (up to 10%)

Colleague mortgage

Salary sacrifice scheme for hybrid & electric cars

Training and development opportunities

Private medical insurance

3 paid volunteering days per year

Health and wellbeing benefits

Qualifications

• Significant experience in a senior 1LoD risk role with a proven track record.
• Strong understanding of FCA regulations.
• Analytical mindset to interpret data and generate insights.
• Excellent stakeholder management and communication skills.
• Exceptional leadership skills to guide an inclusive team culture.

Responsibilities

• Drive proactive risk identification and mitigation.
• Develop and maintain the 1LoD Risk Framework for the Homes business.
• Lead risk assessments and ensure timely mitigation.
• Oversee controls across mortgage origination and servicing.
• Act as a trusted advisor to senior leadership.

Skills

Senior 1LoD risk management experience

Understanding of FCA regulations

Analytical mindset

Stakeholder management

Leadership skills

Job description

Head of First Line Risk and Customer Conduct - Homes

Hours: 35 hours per week
Closing Date: Tue, 26 Aug 2025

We’ve got a fantastic opportunity for an experienced Risk leader to join our Homes Financing (Homes) Leadership team as our Head of First Line Risk and Customer Conduct, reporting into the CEO of our Homes business at Skipton Building Society.

This brand-new role sits in the first line of defence (1LoD) with the key purpose of leading the design and implementation of the risk and customer conduct framework across our Homes business, based on overarching frameworks and risk appetite set by Group Risk (2LoD).

The Head of First Line Risk and Customer Conduct will ensure seamless delivery of governance and controls, drive proactive risk management, and oversee the operation of controls. Working closely with business leadership, compliance, risk, and audit functions, you’ll embed a customer-centric and proactive risk management culture. You’ll ensure risks are well managed and mitigated, minimizing adverse impacts on customers, and provide frameworks to demonstrate fair customer outcomes, meet regulatory expectations (including Consumer Duty), and ensure effective discharge of 1LoD and control responsibilities.

To succeed, you’ll need strong experience in a senior 1LoD risk management position within UK mortgage lending, with an exceptional understanding of FCA regulations, Consumer Duty, and conduct risk principles. Experience in designing and implementing customer journey and outcome monitoring frameworks is essential. Additionally, you should possess strong business acumen, leadership, communication, and influencing skills to drive cultural change.

Who Are We?

We’re the fourth biggest building society in the UK, and as a mutual organization, we are owned by our members, not shareholders. Our colleagues say Skipton is a great place to work, and you could be part of our team, bringing new ideas to keep customers at the heart of what we do. We support diverse backgrounds and goals, helping you take the next step towards a better future.

What’s In It For You?

We value work/life balance and support hybrid and flexible working. Our head office offers a vibrant, collaborative space. Benefits include:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays + accrue up to 30 days
• Holiday trading scheme
• Matching employer pension contribution (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks, including Carers and Pride Alliance
• Health and wellbeing benefits such as cycle to work and gym discounts

What Will You Be Doing?

As Head of First Line Risk and Customer Conduct, you’ll:

• Drive proactive risk identification and mitigation across the business lifecycle
• Champion good customer outcomes, embedding them in risk assessments and controls
• Develop and maintain the 1LoD Risk Framework for the Homes business
• Lead risk assessments, identify emerging risks, and ensure timely mitigation
• Lead reviews and root cause analysis of customer complaints, arrears, and forbearance cases
• Collaborate with Customer Experience and Compliance teams for continuous improvement
• Oversee controls across mortgage origination, underwriting, servicing, collections, and third-party risks
• Report on risk indicators and control effectiveness
• Act as a trusted advisor to senior leadership, embedding a risk-positive culture
• Partner with Product, Operations, and Technology teams to embed risk considerations into initiatives
• Build and lead a high-performing team of risk and conduct professionals

What Do We Need From You?

To be successful, you’ll need:

• Significant experience in a senior 1LoD risk role with a proven track record
• Strong understanding of FCA regulations
• Analytical mindset to interpret data and generate insights
• Excellent stakeholder management and communication skills
• Exceptional leadership skills to guide and foster an inclusive team culture