Job title: Customer Governance Manager - Internal only

Closing date: 30 November 2026

Key responsibilities

• Provide independent oversight of the Outcome-Based Testing framework for Savings products and Home Finance advice, ensuring compliance with internal policies and regulatory requirements.
• Oversee the supervision of independent quality control reviews of Home Finance advisers to assess the suitability of advice and address any identified customer risks or poor outcomes.
• Test adherence to policies, procedures and risk appetite, escalating concerns through appropriate governance channels where required.
• Take ownership of Consumer Duty management information across all product types, including reporting on product performance, customer outcomes and the suitability of advice provided.
• Monitor the effectiveness of the Product Governance Framework and Value Assessment Framework, identifying enhancements and recommending improvements to support regulatory compliance and good customer outcomes.

• Provide guidance and support to Senior Product Managers to ensure products remain aligned to risk frameworks, governance standards and regulatory requirements.
• Identify and mitigate risks associated with Savings and Home Finance products, ensuring appropriate controls are in place and operating effectively.
• Monitor product governance activity, ensuring all actions are tracked, managed and completed within agreed timeframes by the appropriate stakeholders.
• Monitor and review customer complaints, identifying trends, root causes and opportunities for process, control and customer outcome improvements.
• Alongside the Head of Customer Propositions, act as the primary contact for reviews undertaken by the second and third lines of defence.
• Liaise with Compliance Monitoring, Internal Audit and External Audit in relation to reviews, outcome-based testing, quality assurance activity and follow-up actions.
• Support the Senior Product Managers with product reviews and ensure agreed findings, actions, procedures and processes are implemented and maintained.
• Produce high-quality management information, reports and presentation packs for governance forums and senior stakeholders, maintaining a clear audit trail in line with records management requirements.
• Identify and implement enhancements that improve efficiency, effectiveness and customer outcomes across Savings and Home Finance processes.
• Support the wider Customer team in delivering business objectives while maintaining compliance with regulatory requirements and industry best practice.
• Lead your team by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process: providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team function effectively.
• Any other duties commensurate with the grade and level of responsibility of this role, for which the role holder has the necessary experience and/or training.

Skills and qualifications required

• In depth knowledge of Savings, Mortgage and Home Finance regulation
• Leadership experience, including the ability to manage product risk, compliance, and control activities
• Extensive experience in Product Management, Governance and the mortgage industry
• Good working knowledge of MS Office applications (Excel, Word, PowerPoint as a minimum)
• Understanding of compliance with group policies including Conduct Risk
• Excellent attention to detail with a ‘can do’ attitude and strong team skills.
• Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience.
• Strong communication (written and oral) and organisational skills
• Able to work under pressure, whether alone or as part of a small team
• Willingness to challenge, collaborate and adapt.
• A self-starter requiring managerial skills, including the ability to manage risk, compliance, and control activities.
• Skilled communicator with the ability to influence, provide appropriate feedback and motivate others.
• Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.
• Knowledge of regulatory environment and key regulatory regimes.
• GCSE English and Mathematics (or equivalent)

Please note: the position is office based with a Hybrid Working policy with flexibility to work from home up to 3 days a week.

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.