Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
We are looking for a proactive and detail-oriented professional to join our Digital Personal Banking team, supporting business governance, risk and control, and process optimisation initiatives. This role sits within the First Line of Defence (1LOD) and plays a key role in ensuring that regulatory requirements are effectively embedded into day-to-day operations. You'll work across business, customer service, operations, compliance, risk, and product teams to uphold strong governance standards while keeping things practical and efficient. You'll also play a key part in supporting our Global business model, helping to ensure that governance frameworks and risk controls are fit for purpose across different markets and jurisdictions. This role requires someone who thrives on complexity, builds trusted relationships at every level, and knows how to turn information into action.

Key Responsibilities
Support governance, risk, and control activities across Digital Personal Banking, ensuring robust frameworks are maintained and continuously improved. Develop, review, and maintain Standard Operating Procedures (SOPs) and process documentation, keeping them current, accessible, and fit for purpose. Translate regulatory and policy requirements into clear, actionable processes for front-line teams, communicating changes effectively across stakeholders. Drive the implementation of Consumer Duty obligations, including MI production, reporting, and governance materials. Track and manage issues, incidents, and remediation actions through to resolution; lead structured delivery of governance and regulatory initiatives. Coordinate responses to audits, regulatory reviews, and risk assessments, acting as a central point of contact across teams. Monitor process adherence and proactively identify opportunities for efficiency and improvement. Provide support for business and marketing initiatives by collaborating with key internal stakeholders, including Operations, Customer Service, Compliance, Risk, Financial Crime Control, and Product teams, to deliver strategic and operational objectives.

Preferred Skills (Good to Have)
Knowledge of Consumer Duty or other regulatory frameworks. Experience supporting audits or regulatory reviews. Familiarity with risk and control practices within the First Line of Defence.

Why Join Us
Opportunity to work at the intersection of business, risk, and regulatory change. Exposure to senior stakeholders and cross-functional collaboration. Play a key role in shaping governance and operational excellence within a growing digital banking environment.

Experience
Ideally 4–5 years of relevant experience in banking or financial services. Background in COO Office, business management, consulting, or operations. Experience in process design, SOP development, or operational governance. Strong project management and organisational skills, with the ability to manage multiple priorities simultaneously.

About you
A natural ability to translate complex regulatory or operational requirements into practical, customer-friendly solutions. Excellent communication and stakeholder management skills; comfortable presenting to senior leadership as well as working through detail with front-line teams. Proactive, flexible, hands-on, and detail-oriented, with a genuine team-player mindset.

Qualifications
No specific qualifications stated; relevant experience and skills are essential.