Head of Risk Governance

Are you an experienced risk and governance professional? Could you put your skills and knowledge into practice in our Retail & Group Customer Operations Risk function, helping keep Nationwide and our customers safe? If yes, we have an exciting opportunity for you to join the team! 

We’re looking for a proactive, high-performing Head of Risk & Governance to join our Retail & Group Customer Operations Risk team. This role is responsible for driving a broad risk, conduct, regulatory and control improvement agenda across Nationwide’s Collections & Recoveries and Specialist Support areas, helping deliver Nationwide’s strategy through provision of risk expertise. The successful candidate will lead a combination of direct and matrix reports and will be a member of the Retail Risk Leadership Team. 

You will be leading the first line risk team responsible for all areas within the Nationwide Support function, which encompasses Collections & Recoveries and our Specialist Customer Support area which includes Bereavement and Power of Attorney, providing risk expertise, guidance and opinions on all aspects of conduct, regulatory and operational risk. You will be working closely with business, change and other risk teams to ensure risks are identified, appropriately understood and mitigated, documented and approved including through maintaining a robust risk profile for the business area. Customer outcomes are at the heart of everything we do, you should have a thorough understanding of Consumer Duty along with a passion for customer experience.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our Swindon, London, Bournemouth, Northampton, Dunfermline, Sheffield, Wakefield, Glasgow or Gosforth office. If you’re based at our Glasgow office, this will apply from 1 April 2027 and ahead of that there will be a need to regularly connect with colleagues for collaboration events. If you are aligned to our Gosforth hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events. This is anticipated to be weekly in Gosforth. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.

What you’ll be doing

You will lead, on behalf of the Director of Retail & Group Customer Operations Risk, 1st line risk input and challenge to both Function and Society-level strategy and the Society strategic risk profile, in each case ensuring the identification and mitigation of conduct, regulatory and operational risk through comprehensive risk assessments. You will support Senior Leaders in discharging their responsibilities, provide regulatory expertise and support across the functions, helping to ensure we always remain compliant. You will lead, execute and report the Support approach to assessing conduct risk maturity, support the design and execution of effective and insightful Executive governance and reporting including MI and risk indicators and appetite metrics. You will lead, coach and develop a team of risk professionals, with an appetite to continue to grow their skills.
 

About you

Essential skills and experience:

• Significant experience of having worked in a regulated environment within Financial Services, either in a business risk (1st line) or compliance (2nd line) function or similar

• A strong understanding of either Collections & Recoveries or Bereavement and Power of Attorney activity, how they work, and the inherent risks

• You will have a logical, inquisitive mind with the ability to be objective and to cut through complexity, have a proven ability to demonstrate decisiveness and sound judgement and have strong relationship management, communication and influencing skills to help build trust and maintain relationships with a variety of stakeholders across all levels of the society and externally

• Broad and extensive experience in the design and delivery of comprehensive risk and control frameworks, policies, and tools across a complex financial service organisation

• Detailed understanding of regulatory, risk management and governance principles and methodologies, coupled with practical experience of implementing risk and control management processes

• In-depth knowledge of relevant regulation (and codes).  Knowledge of how regulatory, political, reputational, and legal risk or governance issues impact a complex financial services business (focused on distribution and customer resolutions) with the ability to comprehend and assimilate information rapidly whilst working in diverse complex business areas.  Proven ability to work with business management to agree pragmatic and innovative solutions to issues

• The successful role holder should have a recognised qualification (such as the IRM Diploma or ICA qualifications) within a relevant Risk or Compliance activity or be able to demonstrate equivalent knowledge and expertise gained in a relevant industry / profession

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 30 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. 

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident 

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level. 

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you. If you need any additional support throughout your application journey, email our team at Recruitment Support. 

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