Job Description

SalaryLocation

Chatham/London/Bradford/Petersfield

The Vacancy

Reporting to the Chief Operations Officer, the Head of Risk, Remediation and Quality oversees the management of complex customer regulatory programmes; the relationship with 2nd and 3rd line compliance, risk and audit functions; ensures first line quality assurance is fit for purpose, highlighting concerns & focus areas into the COO leadership team; ensures risk management activity is well managed and controlled across Operations, and that remediation and legal services deliver consistent outcomes.

Responsibilities:

Management of Risk Events and Incidents across COO, Customer Remediation and the provision of COO Legal Services (administration and correspondence ) driven by customer complaint and asset-related litigation Customer outcomes assurance, including quality assurance and customer outcome reporting Lead a multi-disciplined team of c. 50 specialists, covering risk, remediation and quality activities Develop a strong and diverse talent pipeline to support future structure and retention strategy Facilitate joined up working between Operations and the rest of the business in approach to good risk and control management Contribute to the management and maintenance of the Group's relationships with external stakeholders. This supports the management of reputational risks Regular engagement with Compliance, Legal, Risk and Internal Audit/Group Audit Interaction with FCA and other external bodies as required Work with outsource partners and other third party suppliers to ensure alignment of risk, remediation and quality approach Oversee the management of regulatory projects in COO Undertake risk assessments and provide RCSA support to COO managers Oversee record submission to the Risk Committee, by COO Heads of, relating to all changes made to Operational policies on an annual basis Co-ordinate regulatory visits and reviews on behalf of COO and submissions for Risk Committee papers Identify and assess risks to the Operations function and suggest proportionate approach to controlling those risks effectively Apply an understanding of the Financial Regulatory Bodies' (including FCA and PRA) approach to regulation and the considerations we are required to take within our business surrounding Conduct Risk and TCF Work at pace to set direction, mobilise resources and deliver on objectives Use internal and external sources of insight, current and developing regulation frameworks, ongoing horizon scanning and interpretation to identify and articulate customer and operational impacts in COO.

Experience required:

Risk and Compliance qualification or equivalent experience Financial Services and banking experience including strong operations, regulatory and financial understanding and exposure experience working within Risk, Compliance or Internal Audit function within a highly regulated environment and/or the ability to demonstrate an understanding of Financial Regulatory Bodies (including FCA and PRA) approach to regulation experience and the ability to demonstrate how to identify, measure and mitigate potential risks within a business Ability to effectively engage and influence key business stakeholders at Exco level Results orientated, and solution focused Strategic thinking and able to provide direction, engage support and deliver on objectives Expert-level knowledge of broader regulatory environment impacting credit and credit collections; its customers' needs and preferences; competitor propositions and positioning Expert-level understanding of the Financial Regulatory Bodies' (including FCA and PRA) expectations and approach to regulation Strategist, coupling deep risk and regulatory knowledge with strategic thinking to help set operational direction Good knowledge of VF, cards and loans products Leadership expertise and experience managing a large and diverse team of specialists Excellent interpersonal skills with the ability to challenge and support stakeholders as required

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