Who we are

Zempler Bank are proud to be looking for a Senior Operational Control Manager based out of the impressive “Spine” building in Liverpool on a full time, permanent and hybrid working basis. 

First established in 2004, Zempler Bank are here to make money simpler. We are a “Top 100 Best Companies” employer & Top 25 Financial Services businesses to work for in the UK. Our mission statement, which underpins everything we do, is to provide the UK’s underserved businesses with easy to access and simple to use banking services that helps them succeed.

The Role Is

The Senior Operational Control Manager will play a critical role in supporting the effective identification, assessment, monitoring, and mitigation of operational risks across the business. Sitting between the first line (business operations) and second line (risk oversight), the Senior Operational Control Manager will provide independent challenge, oversight, and guidance to ensure that operational risks are managed in line with the firm’s risk appetite and regulatory expectations. Further aspects of this Senior Operational Control Manager role include management & reporting on quality assurance, outcome testing and complaint resolution.

This newly created Senior Operational Control Manager role offers an exceptional opportunity for a highly skilled and knowledgeable professional to drive meaningful change from day one, within a core function of Zempler Bank’s business operations, whilst also providing a strong platform for unparalleled career progression.

Key Accountabilities Include

Risk Oversight & Challenge:

• Provide independent oversight and challenge to first-line operational risk management activities.

• Intelligently challenge 2nd and 3rd Line from an operational perspective where necessary

• Review and assess risk and control self-assessments (RCSAs), incident reports, and key risk indicators (KRIs).

• Support the business in identifying emerging risks and control gaps.

• Constantly outward looking to understand evolving risks to keep operational controls current.

Control Effectiveness:

• Evaluate the design and operating effectiveness of key controls.

• Recommend enhancements to control frameworks and support remediation planning.

Incident Management:

• Monitor and review operational risk events and near misses providing updates on remediation.

• Ensure timely root cause analysis and appropriate remediation actions are implemented.

Governance & Reporting:

• Prepare and present risk registers to governance forums and senior management.

• Support the maintenance of risk registers and control libraries including Operational risk policies

• Complete Regulatory Reporting for Operations where relevant

• Collate and present monthly and ad-hoc updates on Complaints and Financial Ombudsman Complaints and review outputs from Complaints Team Leader

Regulatory Compliance:

• Ensure adherence to internal policies and external regulatory requirements.

• Support audits and regulatory reviews by providing evidence and commentary.

Stakeholder Engagement:

• Act as a trusted advisor to business units on operational risk matters and complaint reporting.

• Collaborate with second-line risk teams and internal audit to ensure alignment.

You'll Need To Have 

• Strong understanding and awareness of operational risk frameworks and control environments including 3LOD model.

• Experience in a risk, audit, or control function within financial services.

• Excellent analytical and problem-solving skills.

• Strong communication and stakeholder management abilities.

• Knowledge of relevant regulatory requirements (e.g., FCA, PRA, PSR, DISP, Consumer Duty, Economic Crime).

• Understanding of UK and International payment channels and working knowledge of financial services industry typologies

• Strong system knowledge and working with multiple applications simultaneously

• Full understanding of DISP rules and complaint handling process/timelines and Financial Ombudsman Service

• Continuous improvement approach

• Understanding of regulatory expectations governing the support of vulnerable customers

• Strong Powerpoint/Microsoft skills to support MI pack production

• Attention to detail

• Critical Thinking

In Return You'll Enjoy

· Competitive basic salary

· Additional benefit allowance representing 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income).

· 26 days’ holiday increasing each year of service to 33 days

· Ability to buy and sell a further 5 days holiday each year

· 4 x Life Assurance

· Pension salary sacrifice

· Option for LinkedIn Learning license

· Family friendly policies

· Regular social activities and team events

· Charity Volunteering Day

· Free drinks and snacks in the office

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Please note before applying _-_ Whilst Zempler Bank actively seeks and welcomes all applicants from a diverse range of backgrounds, we are also unfortunately not able to offer any sponsorship opportunities at this time. To be eligible for this vacancy, all applicants will be required to have permanent (inc. Indefinite Leave to Remain or equivalent) Right-To-Work in UK.