Business Unit: Risk Operations
Salary range: £25,800 - £32,000 per annum depending on experience + benefits!
Location: Hybrid - UK with occasional travel to office or Hub at Glasgow, Gosforth or Leeds
Contract type: Permanent
Our Team
Risk Operations brings together operational areas who delightfully support customers in their moment of need. This could range from a bereavement in the family to customers in financial difficulty to fraudulent activity.
This role is critical in supporting the department by enhancing opportunities and also responding to emerging risks which the nature of the work brings with it.
Customer experience is at the heart of everything that Risk Operations do, and we are continually looking for ways to improve this experience through Continuous improvements and customer journeys.
What you'll be doing
* Ensuring the delivery of quality is embedded in line with policy and regulatory requirements, helping to ensure good customer outcomes and that key controls are maintained.
* Co-ordinate team resource to deliver testing in line with framework requirements across testing samples in the area.
* Provide mentoring and support to team of Quality Checkers to foster culture of good quality outcomes and drive continuous improvement.
* Conduct root cause analysis of quality outcomes, to identify areas of opportunity for improvement and implement corrective and proactive actions.
* Collaborate with other teams within the area and business to ensure quality is integrated into all parts of the customer journey.
* Create reports on quality metrics, findings and continuous improvements for management review.
* Ensure regulatory compliance (EG FCA
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, we'll need you to confirm you have the right to work in the UK.
If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.