Senior Conduct Risk Manager

Shawbrook is a specialist bank driven by a purpose to power up ingenuity to create opportunity, every single day.            

We offer a diverse range of savings and loan products. From personal and business savings accounts and loans for wedding and new cars, to complex financial credit facilities for businesses requiring significant investment and mortgages for landlords with multiple properties – no two customers are ever the same.    

We give our customers the best-of-both worlds; uniquely combining strong digital capabilities with human expertise and ingenuity to deliver the best outcomes. We rise to the challenge of a complex case or unconventional circumstances, and we love to make things happen. By being creative, practical, and personal, we know we can always find the right solution for our customers.

Senior Manager – Conduct Risk will operate within the First Line of Defence, providing leadership, oversight and subject matter expertise to ensure that Shawbrook’s products and customer journeys deliver good customer outcomes and meet all relevant regulatory requirements.

The role holder will act as a key conduct risk partner to Retail & Commercial business areas, embedding a strong customer-centric culture, ensuring compliance with FCA requirements (including Consumer Duty), and supporting the identification, assessment and mitigation of conduct risks across the product lifecycle.

Key Responsibilities

• Act as a primary First Line conduct risk lead for Retail & Commercial products.

• Provide expert guidance on conduct risk matters across product design, pricing, distribution, servicing and communications.

• Support the business in identifying, assessing and mitigating conduct risks through robust controls and monitoring.

• Ensure alignment with regulatory expectations, particularly under the FCA’s Consumer Duty, TCF principles and relevant sourcebooks.

• Maintain strong knowledge of FCA regulatory frameworks relevant to retail banking and lending.

• Support fair value assessments, outcome monitoring, vulnerability frameworks and customer communication reviews.

• Oversee conduct MI to ensure meaningful insight into customer outcomes and emerging risks.

• Strong experience in conduct risk within financial services, ideally within a UK regulated banking environment.

• Deep knowledge of FCA regulatory frameworks, including:

  • Consumer Duty

  • Principles for Businesses

  • TCF

  • Product Governance requirements

  • Retail lending regulations (as applicable to Shawbrook’s portfolio)

• Experience operating within the First Line of Defence environment.

• Proven ability to translate complex regulatory requirements into practical business actions.

• Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely.

• Demonstrated ability to engage and influence stakeholders at all levels, including senior leadership.

• Strong analytical capability and experience working with conduct MI and customer outcome data.

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done