Our client, a leading financial services firm are looking for a Quality Assurance Manager to join the team on a permanent basis.
As Quality Assurance Manager you will work to reintroduce the Quality Assurance (QA) programme in the operational teams. Providing assurance, where appropriate, that the firm are delivering suitable outcomes and support to
customers and adhering to processes and procedures. Ultimately, the role will expand to build and lead a rightsized QA team.
Role and Responsibilities:
1. Work with all business areas to develop a strong culture of quality.
2. Cover the Quality Assurance of all customer facing departments including but not limited to; Customer Service, Customer Relations and Financial Crime Departments.
3. Carry out investigations and assessments and provide rationale for findings and supporting evidence to substantiate these;
4. Identifying emerging or actual themes or trends and issues concisely for senior management and the operational areas, highlighting where customers are receiving poor outcomes and establishing root cause.
5. Liaise with business to understand any issues they are experiencing, identifying any ad hoc thematic requirements, ensuring that learnings from QA are utilised with the aim of improving quality and customer outcomes.
6. Provide robust, effective, and insightful reporting, analysis and communication to provide senior management and the operational areas assurance that the business is complaint with the Quality Assurance Framework and regulatory obligations.
7. Regularly review and enhance Quality Assurance Framework, Scorecards and Guidance to ensure QA checks are focused on current requirements applying a risk-based approach.
8. Reporting findings into various Forums and Committees, including the Risk & Compliance Committee.
9. Share knowledge and experience with QA team to help and further develop.
Key Skills and Experience:
10. Previous experience of working within a QA Function
11. Ability to establish and maintain strong, professional relationships with stakeholders
12. A good understanding of how technology can be exploited to deliver maximum efficiencies in the QA function
13. Strong written and verbal communication skills
14. Experience of working and delivering targets in a fast paced environment
15. Strong analytical and organisational skills
16. Ability to pragmatically assess monitoring findings
17. Confident individual with the ability to deal with operational areas, including senior management
18. Proven understanding of the financial services industry relating to payment services and E-money, including the delivery of good customer outcomes and applicable FCA sourcebooks.
19. Passionate about the delivery of good customer outcomes.
Preferable Criteria:
20. Experience of implementing and embedding a QA Framework
21. Previous experience of working within Payment Services and E-Money
22. Experience of leading a team
23. Experience of assurance activities in financial crime teams.
Applicants must be located and eligible to work in the UK without sponsorship. Please note, should feedback not be received within 28 days, unfortunately your application has been unsuccessful. In applying for this role, you may be registered on our database so we can contact you about suitable opportunities in future.
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