Business Unit: Risk Operations
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
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.
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