Job Title: Senior Quality Assurance Manager
Department: Quality (BFSI)
Management Responsibility for: Quality Assurance Assessors
Travel Required: Yes - Infrequent
Reports to: Head of Quality and Operational Excellence - BFSI
Location: WAHA/Glasgow
Contract Type: Permanent
Position: Senior Quality Assurance Manager
The Senior Quality Assurance Manager will support TP QA department by using operational expertise to improve and preserve the highest standards of quality and service, in addition to driving success through proven leadership and communication skills. The Snr QA Manager is responsible for standardizing and reporting quality metrics to client and TP internal standards across three operational units, diverse geographical locations, and will be responsible for managing a team of quality specialists. They have direct and frequent interaction with senior client and internal stakeholders.
Key responsibilities include:
Provide support and advisory services for operational teams on procedure and guidance including AML, Customer Due Diligence, the Consumer Duty Principle and dealing with vulnerable customers and complaints process
Manage the quality and auditing-process and reporting, leading a team of quality specialists
Ability to evaluate data, identify issues, recommend, own and drive performance improvement areas for internal and external customers
Own weekly calibration sessions to ensure consistency among quality specialists
Compile and distribute quality reporting in a standard global format
Drive requirements for technical quality and auditing solutions, including tools and automated reporting
Document and publish quality processes
Act as a key stakeholder in maintenance and update of associate-facing resource material
Provide clear insight into performance drivers and the levers which impact performance
Liaise with Operations on coaching and areas for improvement
Prepare reports and analysis, including relevant analyses versus prior periods and forecasts and associated risk/opportunities
Learn and apply new tools, to help expand the scope beyond customer experience and improve product quality
Drive improvement initiatives from conception through implementation
Drive the development of robust quality improvement coaching and training processes to drive continuous improvement
Liaise with the TP Business teams globally to learn and implement best practice and to drive customer and performance improvements
Qualifications & Experience
Worked in a Quality Manager role within the past 6 months (preferable)
Minimum of 3-4 years’ experience in BFSI preferably with specific experience of consumer duty requirements
Previous experience in creation, implementation and maintenance of Quality Management Programs with proven qualitative results
Lean Six Sigma Yellow Belt (advantageous)
Skills & Attributes
The ideal candidate will have deep understanding of the obligation on FS businesses to meet FCA consumer duty standards
Comfortable in a fast-paced, multi-tasked, high-energy environment. They are a self-starter, capable of working without direct supervision and maintaining high performance in ambiguous situations
Proven background of quality related analysis, with ability to draw conclusions and recommend improvement initiatives
Good project management skills and experience
Ability to deep dive/analyse customer related data and draw conclusions leading to improvement initiative recommendations
Superior judgment, diplomacy and tact
Demonstrated ability to drive process changes and improvements
Exceptional written and oral communication skills including an ability to communicate with all levels in the organization (technical, business, executive, external partners)
Goal driven, target orientated, able to step back and look at the bigger picture
Experience in writing documentation and standard operating procedures
Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint
Professional approach to working with colleagues at all levels
Ability to communicate effectively across a multitude of platforms with team members excellent planning and organizational skills
Motivated to work on own initiative
Excellent interpersonal and communication skills
Proven ability to make and implement decisions
Proven ability to influence change at all levels as appropriate