Operational Risk Manager

Jobtailor; Manchester; On-site; GBP 55,000 - 85,000; Full time

Job summary

Jobtailor in the United Kingdom is seeking an experienced Operational Risk leader to oversee risk management across Customer Service and Operations. You will identify risks from incidents, complaints, QA, and audits, maintain the Risk Register, and drive improvements in controls and governance reporting.

The role emphasises robust root cause analysis, risk ownership, and enterprise resilience within a fast-paced environment, with a strong focus on consumer duty across Operations.

Qualifications

• Experience in Operational Risk, Risk & Controls, Governance or Ops Management
• Strong understanding of risk frameworks and control environments
• Experience conducting Root Cause Analysis
• Ability to analyse complex operational data and identify trends
• Experience producing high-quality management information and exec reporting
• Excellent stakeholder management and influencing skills
• Strong communication and ability to challenge constructively

Responsibilities

• Lead the Operational Risk framework across Customer Service and Operations
• Identify emerging operational risks through analysis of incidents, complaints, quality assurance, customer outcomes, audit findings and operational MI
• Maintain and continuously improve the Operations Risk Register
• Facilitate risk assessments and ensure risks are appropriately evaluated, documented and owned
• Challenge operational teams to ensure risks are understood and effectively managed
• Oversee the management of operational incidents and regulatory breaches
• Ensure robust Root Cause Analysis is completed for significant events
• Challenge corrective actions to ensure they address underlying causes rather than symptoms
• Monitor completion of actions and elevate overdue or ineffective remediation
• Identify repeat themes and systemic control weaknesses
• Support the development and maintenance of the Operational Control Framework
• Review the effectiveness of key controls across Operations
• Facilitate Risk & Control Self Assessments (RCSAs)
• Identify control gaps and recommend improvements
• Monitor control performance through Key Risk Indicators (KRIs) and assurance activity
• Produce insightful Operational Risk MI for governance forums
• Prepare papers for Operational Risk Committees and Executive governance
• Monitor regulatory breaches and ensure appropriate escalation
• Coordinate responses to internal and external audit findings
• Track audit actions through to completion
• Analyse complaints, customer feedback, quality assurance results and customer outcome testing to identify operational risks
• Ensure customer harm is identified early and appropriately mitigated
• Support the embedding of Consumer Duty principles across Operations
• Drive improvements that strengthen operational resilience and reduce repeat incidents
• Use data and insight to identify opportunities to simplify processes and improve controls
• Promote a proactive risk culture where operational teams own and manage risk effectively
• Support major change initiatives by assessing operational risk and control impacts

Skills

Operational Risk

Governance

Root Cause Analysis

Data analysis

Stakeholder management

Executive reporting

Communication

Job description

Responsibilities

• Lead the Operational Risk framework across Customer Service and Operations
• Identify emerging operational risks through analysis of incidents, complaints, quality assurance, customer outcomes, audit findings and operational MI
• Maintain and continuously improve the Operations Risk Register
• Facilitate risk assessments and ensure risks are appropriately evaluated, documented and owned
• Challenge operational teams to ensure risks are understood and effectively managed
• Oversee the management of operational incidents and regulatory breaches
• Ensure robust Root Cause Analysis is completed for significant events
• Challenge corrective actions to ensure they address underlying causes rather than symptoms
• Monitor completion of actions and elevate overdue or ineffective remediation
• Identify repeat themes and systemic control weaknesses
• Support the development and maintenance of the Operational Control Framework
• Review the effectiveness of key controls across Operations
• Facilitate Risk & Control Self Assessments (RCSAs)
• Identify control gaps and recommend improvements
• Monitor control performance through Key Risk Indicators (KRIs) and assurance activity
• Produce insightful Operational Risk MI for governance forums
• Prepare papers for Operational Risk Committees and Executive governance
• Monitor regulatory breaches and ensure appropriate escalation
• Coordinate responses to internal and external audit findings
• Track audit actions through to completion
• Analyse complaints, customer feedback, quality assurance results and customer outcome testing to identify operational risks
• Ensure customer harm is identified early and appropriately mitigated
• Support the embedding of Consumer Duty principles across Operations
• Drive improvements that strengthen operational resilience and reduce repeat incidents
• Use data and insight to identify opportunities to simplify processes and improve controls
• Promote a proactive risk culture where operational teams own and manage risk effectively
• Support major change initiatives by assessing operational risk and control impacts

Requirements

• Experience within Operational Risk, Risk & Controls, Governance or Operations Management
• Strong understanding of operational risk frameworks and control environments
• Experience conducting Root Cause Analysis
• Ability to analyse complex operational data and identify meaningful trends
• Experience producing high-quality management information and executive reporting
• Excellent stakeholder management and influencing skills
• Strong communication skills with the ability to challenge constructively
• Ability to prioritise competing risks in a fast-paced operational environment

Core Competencies

Demonstrates expertise in Operational Risk Management, including the development and maintenance of risk frameworks, conducting Root Cause Analysis, and producing high-quality management information for governance. Strong ability to analyze operational data, identify trends, and promote a proactive risk culture within teams.