Job title: Operations Manager

Location: Milton Keynes

Closing date:

Job Summary

The purpose of this role is to be responsible for the management of Customer Services, Collections & Recoveries and support the Bank’s approach to first-line Operational Risk.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Key responsibilities

  • Develop and maintain a working knowledge of policies, procedures and systems across Customer Services, Collections & Recoveries and first-line Operational Risk
  • Oversee the enhancement of the Bank’s control framework by ensuring that assurance of control testing is conducted across all relevant Operation functions
  • Oversee the assessment of risks associated with First Line of Defence business line activities and provide guidance and insight to support the compilation and maintenance of a complete control framework for risk management activities
  • Adhere to approved policies and procedures, suggesting improvements as appropriate
  • Provide cover for absent direct reports to ensure that service levels remain unaffected during holiday periods
  • Ensure all QC gets completed monthly, representing Customer Services and Collections & Recoveries at monthly performance meetings
  • Provide oversight and be responsible for the control and implementation of the Bank’s Complaint Handling Policy ensuring all regulatory, legal, and service requirements are met and the relevant reporting and feedback frameworks are in place and fully operational
  • Be the point of escalation for any issues arising within Customer Services (including Complaint Handling), Collections & Recoveries and Operational Risk
  • Monitor and manage daily work activity across Customer Services and Collections & Recoveries, ensuring SLAs are met
  • Represent Customer Services, Collections & Recoveries and Operational Risk in internal meetings, forums, and committees
  • Ensure all appropriate governance, controls and management reporting is in place across the First Line of Defence
  • Assure appropriate remediation of control failures and compliance breaches
  • Oversee and provide guidance on Risk & Control Self Assessments across the First Line of Defence
  • Provide direction to support the First Line of Defence with developing, implementing, and reviewing Key Risk Indicators and Risk Appetite reporting metrics in accordance with the Bank’s Risk Appetite
  • Be responsible for building, developing and maintaining effective relationships with colleagues across the business’s areas and with counterparts in other functions such as Operational Risk and Assurance, Risk and Compliance
  • Produce high quality reports/presentation packs for sharing with key stakeholders. Maintain a full audit trail with clear records to support review conclusions, stored in accordance with the Bank’s records management conventions
  • Ensure all Risk Events are raised appropriately by the business, documented and root cause is established. Oversight of remedial actions to ensure risks are mitigated. Full audit trail is established, and trend analysis is undertaken
  • Adhere to the risk framework, identifying and escalating any issues as they arise
  • Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training

Skills required

  • Retail Banking experience – First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime
  • Mortgage experience (preferable)
  • Ability to multi-task and work in a fast-paced environment
  • Strong communication (written and oral) and organisational skills
  • Ability to work with individuals across all levels of the Bank
  • Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience
  • Prepared to take ownership and be a Subject Matter Expert in Operations / Operational Risk
  • Excellent customer service, problem resolution skills and strong PC skills
  • Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution
  • Knowledge and understanding of risk control arrangements
  • Knowledge of regulatory environment and key regulatory regimes
  • Ability to meet deadlines along with excellent time management skills
  • Flexible in approach, rational when faced with changing priorities in a dynamic environment

Additional Details:

We offer a highly attractive reward package; the typical benefits include:

  • 25 days holiday entitlement increasing with service
  • Pension Plan
  • Private medical insurance

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.


To apply, please send your CV to