Quality Assurance and Operational Risk Specialist

"Drive better customer outcomes. Strengthen controls. Make a real impact."

At Castle Trust Bank, we pride ourselves in being a fintech challenger bank, providing specialist property mortgages, retail finance lending and savings accounts to a variety of customers.

This role is based in Basingstoke on a hybrid 3 days a week office vs 2 days at home. Please note during probation there will be requirement to be in the office more whilst getting up to speed.

The role and what you'll lead and deliver:

Castle Trust Bank is looking for a detail-oriented and analytically minded Quality Assurance & Operational Risk Specialist to join our growing team.

This is an exciting opportunity to play a key role within the First Line of Defence, supporting the effective operation of Quality Assurance and Operational Risk frameworks across the business. You will help ensure that operational processes are delivered consistently, risks are identified early, and customer outcomes remain at the heart of everything we do.

Working closely with Operations, Risk and Compliance teams, you will use data, insight and robust oversight to identify control weaknesses, support remediation activity and drive continuous improvement across the Bank.

Quality Assurance

• Conduct quality assurance reviews across operational processes using agreed methodologies
• Complete call, case and process assessments to evaluate customer outcomes, regulatory compliance and process adherence
• Participate in calibration activities to ensure consistency and accuracy of QA assessments
• Identify trends, themes and emerging risks through QA reviews
• Provide clear, constructive and evidence-based feedback to support performance improvement
• Maintain accurate records of QA findings in line with governance requirements
• Support the production of management information and reporting through accurate data capture and analysis
• Contribute to the continuous enhancement of QA frameworks, processes and templates

Operational Risk

• Support the day-to-day delivery of First Line Operational Risk activities
• Assist with: Incident and breach logging, Issue assessment and triage, Root Cause Analysis (RCA), Remediation tracking, Evaluation of remediation effectiveness
• Ensure incidents and issues are accurately recorded and escalated where appropriate
• Monitor remediation progress and highlight overdue or at-risk actions
• Identify recurring issues, emerging risks and control weaknesses across the business
• Support colleagues in understanding and managing operational risks
• Contribute to thematic reviews, analysis and reporting

Governance & Stakeholder Support

• Produce high-quality management information and reporting for governance forums
• Collaborate closely with Operations, Risk and Compliance teams
• Provide meaningful data and insight to support decision-making
• Support internal audits, regulatory reviews and assurance activities where required

What you'll bring:

We are looking for someone who thrives in a governance-driven and regulated environment and has a strong customer and outcomes-focused mindset. You will be naturally curious and driven by data and insight and comfortable providing constructive challenge and seeing issues through to resolution.

In addition you will have the following experience:

• Experience within Quality Assurance, Operational Risk, Risk & Control, Operational Oversight or similar functions in a regulated environment.
• Experience of First Line risk in a FCA regulated environment
• Strong understanding of operational processes, controls and risk management principles.
• Experience identifying trends, root causes and process improvement opportunities.
• Strong communication and stakeholder engagement skills.
• Experience producing management information and reporting.
• Excellent analytical and problem-solving capabilities.
• Strong attention to detail and commitment to accuracy

Why join Castle Trust Bank?

• Competitive salary
• Performance bonus (based on individual and company performance)
• Generous contributory pension through Hargreaves Lansdown
• Life Assurance
• 25 days' holiday + option to buy/sell 5 days
• Additional paid volunteering day
• Private healthcare through Equipsme (includes cash back for Dental and Optical treatment)
• Free access to BHSF Rise EAP to support colleague health and wellbeing
• Gym discounts
• Season ticket travel loans (if applicable)
• A supportive, inclusive culture where your work has real impact

Castle Trust Bank is an equal opportunity employer where we celebrate diversity and are committed to creating an inclusive environment for all our colleagues to thrive. We welcome applications from all and will not discriminate against any status/characteristic protected by law and will always base our decisions on merit.

We are proud to support people with disabilities and are committed to be a Disability Confident employer. If you are a person with a disability and meet the minimum criteria for the role you will be offered an interview. Should you require any reasonable adjustment to support you in your application for one of our opportunities, please contact

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