Head of First Line Risk and Customer Conduct - Homes

Skipton Building Society; Skipton; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading building society in the UK is seeking a Head of First Line Risk and Customer Conduct to lead risk framework design and implementation in its Homes business. The ideal candidate will have significant experience in 1LoD risk management within UK mortgage lending and a deep understanding of FCA regulations. Key responsibilities include ensuring effective risk management and demonstrating a commitment to customer outcomes within the organization. Competitive benefits and flexible work options are offered.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Holiday trading scheme

Matched pension contributions (up to 10%)

Colleague mortgage

Salary sacrifice for electric cars

Training and development

Private medical insurance

3 paid volunteering days/year

Health and wellbeing benefits

Qualifications

• Extensive experience in a senior risk management role.
• Exceptional understanding of consumer duty and conduct risk.
• Ability to interpret data and convert into actionable insights.

Responsibilities

• Lead the design of risk and customer conduct framework.
• Implement proactive risk management strategies.
• Collaborate with various teams for risk assessments.
• Drive cultural change and embed good customer outcomes.

Skills

Senior 1LoD risk management experience in UK mortgage lending

Understanding of FCA regulations

Analytical mindset

Strong stakeholder management

Exceptional leadership skills

Job description

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 here at Skipton Building Society. This brand-new role sits in the first line of defence (1LoD) with its key purpose being to lead the design and implementation of the risk and customer conduct framework across our Homes business, based on the overarching frameworks and risk appetite as set by Group Risk (2LoD).

The Head of First Line Risk and Customer Conduct will ensure seamless delivery of our governance and controls, drive proactive risk management, and provide oversight of the operation of the agreed controls. Working closely with the business leadership team, compliance, risk and audit functions, you'll embed a culture of customer-centricity and proactive risk management. You'll ensure that our risks are well managed and mitigated, minimising adverse impact on our customers and provide frameworks to ensure that we are able to demonstrate that our customer outcomes are fair, regulatory expectations (including Consumer Duty) are met, and that 1LoD and control responsibilities are effectively discharged.

To be successful in this role you'll need to have strong experience in a senior 1LoD risk management position within UK mortgage lending. You'll have an exceptional understanding of the FCA regulations, Consumer Duty and conduct risk principles, and experience in designing and implementing customer journey and outcome monitoring frameworks.

As our Head of First Line Risk and Customer Conduct, you'll drive proactive risk identification and mitigation across the business lifecycle. You'll champion the delivery of good customer outcomes and ensure they are embedded in all risk assessments, controls, and decision-making processes. You'll develop and maintain the 1LoD Risk Framework for the Homes business, aligned with regulatory expectations and internal standards, and lead risk assessments across mortgage lending operations, identifying emerging risks and ensuring timely mitigation.

• Lead thematic reviews and root cause analysis of customer complaints, arrears, and forbearance cases.
• Collaborate with Customer Experience and Compliance teams to ensure continuous improvement in customer journeys.
• Provide operational risk oversight through overseeing controls across mortgage origination, underwriting, servicing and collections, and third-party risks, reporting on risk indicators and control effectiveness.
• Act as a trusted advisor to senior leadership, embedding a risk positive culture throughout the business and providing risk insight and challenge.
• Work closely with 2LoD and 3LoD to ensure we are adhering to Group standards and that an open cooperative dialogue is always maintained.
• Partner with Product, Operations, and Technology teams to embed risk considerations into change initiatives.
• Build and lead a high-performing team of 1LoD risk and conduct professionals.

In addition to technical excellence, the role requires strong business acumen and exceptional leadership, communication and influencing skills with the ability to drive cultural change.

• Significant experience of operating in a similar level 1LoD risk role with a proven track record of delivering strong results.
• Strong understanding of FCA regulations
• Analytical mindset with the ability to interpret data and translate into actionable insights.
• Strong stakeholder management and communication skills with the ability to influence senior and diverse stakeholder groups.
• Exceptional leadership skills, providing technical guidance, support and challenge and fostering an inclusive and dynamic team culture.

We are a proud member of the Disability Confident employer scheme. We offer fair consideration to applicants with disabilities who meet minimum criteria.

We're the fourth biggest building society in the UK and are owned by our members. Our colleagues say Skipton's a great place to work, and you could be one of them, bringing new ideas to keep customers at the heart of what we do. We support hybrid and flexible working, and offer various benefits including:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays + up to 30 days
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice for electric cars
• Training and development
• Private medical insurance
• 3 paid volunteering days/year
• Diverse colleague networks
• Health and wellbeing benefits