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Operational Risk & Governance Manager

Kind Consultancy is working with an already successful and fast-growing Fintech consumer credit firm which is currently seeking an Operational Risk & Governance Manager to join them in a full-time, permanent position paying circa £70,000 with a hybrid work model requiring 3 in-office days per week in London.

The Operational Risk & Governance Manager will develop and maintain a governance framework that ensures regulatory compliance and aligns with the firm’s strategic goals, with key responsibilities including:

  • Developing, implementing, and maintaining operational governance frameworks, policies, and procedures for the operations department.
  • Conducting risk assessments, identifying operational risks, and developing and implementing risk management strategies to mitigate those risks.
  • Monitoring compliance with lending regulations, internal policies, and procedures, and ensuring adherence to industry best practices.
  • Developing metrics and performance monitoring on operational risk performance.
  • Establishing and maintaining effective internal control systems to safeguard company assets, prevent fraud, and ensure data integrity.
  • Collaborating with cross-functional teams to streamline operational processes, enhance efficiency, and optimise the customer experience.
  • Leading and managing audits and reviews to assess operational compliance and identify areas for improvement.
  • Providing guidance and support to operational teams on governance matters, compliance requirements, and risk management practices.
  • Staying updated on industry trends, regulatory changes, and emerging risks in lending operations, and adapting governance strategies accordingly.
  • Fostering a culture of compliance, ethics, and operational excellence through training and education programs.
  • Serving as a liaison with regulatory bodies, auditors, and other external stakeholders to address operational governance matters and ensure regulatory compliance.

Our ideal candidate for the Operational Risk & Governance Manager opportunity:

  • Has a strong background in identifying, assessing, and managing risks within a financial services or fintech environment.
  • Has substantial experience in ensuring that operations comply with relevant regulations, standards, and internal policies.
  • Is familiar with internal and external audit processes, including designing and implementing control frameworks.
  • Has experience in developing and implementing risk and control frameworks, ideally with specific experience of tailoring these to a fintech environment.
  • Is skilled in drafting policies and procedures that govern operational activities.
  • Is experienced in designing and structuring governance models that support business objectives while ensuring compliance and risk mitigation.
  • Has experience with GRC tools and technologies that support risk and control management, preferably with specific experience in a fintech setting.
  • Is able to leverage data to monitor risk, ensure compliance, and optimise governance processes.
  • Demonstrates a deep knowledge of financial regulations (e.g., GDPR, AML, KYC, etc.) that impact fintech operations.
  • Is experienced in preparing and submitting regulatory reports, ensuring accuracy and timeliness.

If you’re interested in the Operational Risk & Governance Manager role, you have the skills, knowledge and experience we’re looking for and you live in or can commute to London, please apply with an updated CV today.

Head of Mortgage Servicing

Kind Consultancy is working with a well established Specialist Buy-to-Let lender which is currently seeking a Head of Mortgage Servicing to join them in a permanent, full-time role paying up to £75,000 with a hybrid work model requiring 4 in-office days per week in Kent.

The Head of Mortgage Servicing will oversee the daily operations of the team, ensuring compliance with industry standards and company policies while providing exceptional support to our customers, with key responsibilities including:

  • Leading and supervising a small team of customer servicing specialists, providing guidance and support to achieve team objectives.
  • Developing and maintaining effective relationships with internal stakeholders, including senior management and colleagues.
  • Collaborating with internal teams, including underwriting risk, compliance and finance, to address customer needs effectively.
  • Developing and maintaining effective and collaborative relationships with external parties such as brokers, valuers, third party servicing provider and solicitors.
  • Staying updated on industry best practices, regulatory changes, and market trends.
  • Identifying opportunities to improve processes, implementing changes to streamline workflows, and monitoring the effectiveness of new processes.
  • Developing and managing the team’s performance metrics and KPIs, ensuring targets are met or exceeded.
  • Attending monthly governance meetings with the business’s funders to discuss Servicing updates.
  • Assisting customers with inquiries about mortgage payments, account balances, payment history, and loan modifications.
  • Updating and reviewing internal processing guides and procedures.
  • Completing regular quality assurance checks on teams tasks.
  • Reviewing and actioning internal referrals and complex enquires from Solicitors and borrowers.
  • Assisting with monthly finance reporting – showing an understanding of how transactions impact various stakeholders (client, servicer and mortgage funder).
  • Liaising with the Finance and Data teams on non-standard transactions.

Our ideal candidate for the Head of Mortgage Servicing opportunity:

  • Has 3+ years of previous experience in loan servicing
  • Possesses in-depth knowledge of mortgage servicing processes and arrears management
  • Has strong leadership and team management skills, with the ability to coach, motivate, and develop team members
  • Demonstrates excellent communication abilities

If you’re interested in the Head of Mortgage Servicing role, you have the skills, experience and knowledge we’re looking for, and are based in or can commute to Kent, please apply with an updated CV today.

Buy-to-Let Underwriter

Kind Consultancy is working with a growing alternative Financial Services business which is currently seeking a Buy to Let Underwriter to join them in a full time, permanent position with a hybrid work model based out of their offices in the Birmingham area, paying up to £60,000.

The Buy-to-Let Underwriter will assess new BTL lending applications for risk and quality, whilst adhering to the firm’s policies and risk appetite, with key responsibilities including:

  • Analysing loan applications to support intermediaries and their customers, reviewing documentation for completeness and adherence to credit policy.
  • Ensuring compliance with legislation and regulatory requirements.
  • Making timely decisions, asking for further information where needed.
  • Acting as a primary point of contact for queries in relation to underwriting decisions, both with internal and external stakeholders.
  • Confidently providing feedback on the quality and wholeness of applications.
  • Consistently working in an efficient and productive manner, being curious and raising opportunities for process improvements, with perspective from a colleague and an intermediary viewpoint.
  • Producing clear and concise risk analysis and developing and maintaining underwriting procedures.
  • Providing an excellent standard of customer service, contributing effectively to Service Level Agreements (SLAs) and Objectives and Key Results (OKRs).

Our ideal candidate for the Buy-to-Let Underwriter opportunity:

  • Has 3 years of experience underwriting simple and complex BTL products, with a proven critical analysis of information pertaining to the financial standing of prospective borrowers.
  • Currently holds a Delegated Lending Authority (DLA) of at least £500,000.
  • Is able to underwrite manually across multiple BTL types i.e. portfolio landlords, HMO and MUB properties, limited company and LLP entities.
  • Has a strong understanding of regulatory requirements, including the Prudential Regulatory Authority (PRA) and the FCA Handbook.
  • Displays consistently high attention to detail, and sound and reasoned judgement, based on an independent and thorough analysis of facts and relevant factors, including internal policies and regulations.
  • Works well in a team environment and builds strong working relationships with peers to contribute to team goals.
  • Is an effective communicator and talented collaborator, who can bring colleagues together to reach the best way forward for the customer and the business.
  • Demonstrates strong numerical and time management skills
  • Is a confident user of Excel with an understanding of intermediate calculations.

If you’re interested in the Buy-to-Let Underwriter opportunity, you have the skills, knowledge and experience we’re looking for, and you’re based in or can commute to the West Midlands, please apply with an updated CV today.

Compliance Manager

Kind Consultancy is working with a well-established and successful alternative Financial Services business which is now seeking a Compliance Manager to join their Foreign Exchange division, working with their Asset Finance division. This is a full-time, permanent role, paying up to £65,000 plus a Car Allowance and up to 20% annual bonus. The position is predominantly remote, requiring travel to the organisation’s offices once per week – primarily the Leeds and Watford offices where their Compliance team are based.

The Compliance Manager will support and provide advice to senior management and the business on compliance, risk issues and regulatory trends (including horizon planning) for the FX business, with key responsibilities including:

  • Ensuring the FX business is fully compliant with PSR 2017 regulations and supporting Asset Finance in their compliance with the SMR.
  • Holding overall responsible for all regulatory aspects associated with BFX obligations
  • Supporting the UK Head of Financial Crime & Compliance with strategy for FX & Asset Finance.
  • Supporting FX & Asset Finance divisions in the implantation and maintenance of policies and procedures.
  • Supporting Compliance Monitoring, including lessons learnt exercises for all of the group’s businesses.
  • Supporting the business through pro-active regulatory compliance oversight, ensuring it meets regulatory obligations
  • Preparing and reporting all submissions to the FCA in line with licencing obligations
  • Supporting Foreign Exchange & Asset Finance regulatory obligations (anti-money laundering, sanctions and other financial crime matters) including the EWFCRA.
  • Supporting the Head of Financial Crime & Compliance in establishing the Compliance Framework for FX & Asset Finance, including composition of Incident Policies and Incident Register.
  • Providing expertise to the Operations team on the selection, requirements and testing of Financial Crime Transaction Monitoring.
  • Reporting on compliance metrics, business risks and regulatory risks
  • Monitoring Fraud Risk, including documenting and setting alert rules and reporting of key metrics and other relevant data
  • Acting as a central point of contact for Compliance issues, ensuring problems are dealt with appropriately and rectified within agreed SLA’s
  • Acting as the regulatory liaison with the FCA and HMRC

Our ideal candidate for the Compliance Manager:

  • Has a deep understanding of the industry risks and management of such risks for Foreign Exchange.
  • Is able to build professional and expert relationships with internal departments and external stakeholders, e.g. regulators, trade bodies, banks and partner organisations.
  • Has exceptional stakeholder management and communication skills
  • Has a track record of protecting businesses from exposure to regulatory breaches
  • Is highly numerate with strong Financial understanding
  • Is a problem-solver, able to make objective risk –based decisions balancing the needs of the business with relevant policies and procedures
  • Demonstrates an enquiring and analytical mindset, with the ability to explain the rationale behind decisions

If you have the necessary skills, knowledge and experience and you’re interested in the Compliance Manager opportunity, please apply with an updated CV today.

Customer Outcome Testing Analyst Lead

Kind Consultancy is working with a well-established challenger bank which is currently seeking a Customer Outcome Testing Analyst lead to join their Nottinghamshire offices in a permanent, full-time position paying £32,000 to £37,000, with a hybrid work model.

Reporting to the Customer Outcomes Manager, the Customer Outcome Testing Analyst Lead will, conduct outcome-based testing and share associated MI and controls findings with the Bank leadership. Key responsibilities will include:

  • Conducting end-to-end reviews and assess the overall outcome of the customer journey.
  • Identifying themes and trends by conducting root cause analysis for both good and poor outcomes.
  • Recommending subsequent actions for internal progression where applicable to the bank’s service offering or where the cause of a poor outcome is due to retailer or supplier defined elements of the service such as customer communication or website content
  • Recording and sharing MI, findings, and actions.
  • Supporting the production of governance packs and attending all relevant forums and committees to discuss holistic findings, themes, and suggested actions needed to improve on customer outcomes.
  • Ensuring Risk Events are reported as soon as identified and tracked to conclusion.
  • Contributing to the Customer Outcome Performance Dashboard that monitors key measures/KRI’s to evidence that good customer outcomes are being delivered.
  • Being a key stakeholder in the implementation and embedding of Consumer Duty regulations from a 1st line perspective
  • Contributing to the Conduct Risk Dashboard with appropriate KRI measures to assess exposure to conduct risk and compliance to regulations.
  • Working closely with the Customer Outcomes Manager in delivering against the regulatory requirements applicable to the bank to ensure that all changes are effectively implemented.
  • With Consumer Duty in mind, conducting Outcome Based Testing activity in line with the OBT plan.
  • Ensuring all customer related functions and processes are performed in line with the approved operating procedures as well as assessing that customer expectations are met, and good outcomes are achieved.
  • Managing OBT activity within OBT plan timescales and deliver KPI outputs
  • Establishing the root cause of failed OBT outputs to help minimise any re-occurrences and proactively recommend actions to drive service and product related improvements.
  • Conducting monthly progress meetings with direct reports, supporting them to achieve their KPIs.

Our ideal candidate for the Customer Outcoming Testing Analyst Lead opportunity:

  • Is a subject matter expert on regulatory compliance in delivering good customer outcomes within Consumer Finance
  • Has experience working in a Consumer Outcome Testing role within Financial Services.
  • Has knowledge and experience of the law and regulation of Consumer Lending and FCA policy and regulation of Retail Financial Services and products
  • Has a track record of developing and delivering processes in a Consumer Finance environment
  • Displays excellent written and verbal communication skills with the ability to provide structured and strategic legal advice to key stakeholders and translate issues for a variety of audiences
  • Has experience of working closely with operational teams, giving one to one pragmatic advice and guidance in a clear and understandable way.
  • Has experience of working with third parties and external stakeholders and of supporting business areas, providing challenge and guidance
  • Has very good knowledge of Outcome Based Testing and Complaint Handling policies and processes
  • Has a good understanding of FCA regulations and handbooks and Financial Services compliance generally
  • Demonstrates a good understanding of regulations in particular DISP, GDPR and Consumer Duty and of what good customer outcomes look like.
  • Has a sound understanding of legal and regulatory requirements impacting Retail/ Consumer Finance lending

If you’re interested in the Customer Outcome Testing Analyst Lead opportunity, you’re based in or can commute to Nottinghamshire and you have the skills, experience and knowledge we’re looking for, please apply with an updated CV today.

Head of Technical Compliance

Kind Consultancy is working with a Mortgage & Protection network which is currently seeking a Head of Technical Compliance to join them in a full time, permanent role paying up to £60,000 with a predominantly remote working model requiring monthly travel to their East Midlands offices.

The Head of Technical Compliance will by overseeing and managing member firms and having responsibility for the complaints process with key responsibilities including:

  • Designing, producing and maintaining reports of activities demonstrating analysis and risk-based management information (MI) liaising with Head of Supervision and Head of Internal Compliance to inform the supervision oversight controls and Training manager to inform additional needs or changes to network programs.
  • Managing complaints handling to ensure that the network meets its obligations and ensure that root cause analysis is conducted when trends are identified.
  • Ensuring that the requirements of consumer duty are embedded in the approach to each customer.
  • Supporting the Compliance Director with timely MI to ensure that regulatory reporting and oversight is timely and submission within required deadlines
  • Building strong relationships with key stakeholders, championing good customer outcomes.
  • Monitoring FCA guidelines and regulatory obligations to ensure approach remains appropriate.
  • Managing individuals within the team, including coaching, 1:1’s, training, and performance reviews through their line managers to ensure they have the necessary knowledge and skills.
  • Acting as the point of contact providing support to staff and ARs where escalation is needed for queries and especially on complex risk concern cases.
  • Reporting wilful and uncorrected deficient standards or conduct and take appropriate disciplinary action.

Our ideal candidate for the Head of Technical Compliance opportunity:

  • Is CeMAP (essential) and CeRER (desirable) qualified
  • Has a minimum 3 years of experience in a similar role within the financial services sector
  • Has demonstrable supervisory skills including managing and coaching
  • Has experience of managing and reviewing more complex case files or financial promotions
  • Has strong knowledge of FCA systems of control requirements and ability to clearly define procedures and approach.
  • Is competent on Microsoft Office suite i.e. Excel, Word etc.
  • Has a good grounding and understanding of working within a Regulatory environment
  • Demonstrates excellent verbal and written communication skills
  • Is passionate in building excellent working relationships with both colleagues and our members to deliver the right outcomes for all parties
  • Is a good team manager, with an ability to work under own initiative

If you’re interested in the Head of Technical Compliance opportunity and you have the skills and experience we’re looking for, please apply with an updated CV today.

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