The key purpose of this role is to strategically drive, lead and oversea the Operational Quality Control and Assurance teams based within the business, ensuring the effective implementation, delivery and ongoing monitoring of the 1st line of defence oversight and governance model.
The role will be responsible for effective control and oversight across the Group product lines for Savings and Lending with coverage across Underwriting, Completions, Servicing, Branch, Customer Service, Complaints and various support functions, working closely with these business areas to implement an effective control model to identify, manage and reduce risk with effective control testing and regular reporting to senior management on testing outcomes, customer journeys and proposed recommendations through reviews.
The role has direct line management responsibility of 6 FTE with overall responsibility of approx. 20 FTE and will report directly into the Group Head of Ops Quality Control & Assurance.
Responsibilties of the role:
- Develop, enhance and implement the Level 1 and Level 2 Operational Quality Assurance and Control framework within the Quality Control teams based in the UK and internationally and operational functional areas
- To continually assess the Ops QA team, to ensure structure and capabilities meets the short and long term business needs across the Group identifying and promoting best practices and procedures
- Be responsible for the Quality Assurance and Control framework, ensuring they meet industry standards, the business framework and Operational needs
- Work with a wide range of stakeholders across Operations and support functions to report on findings and develop areas of opportunity identified through control testing assessments and process reviews
- Ensure that the right Operational governance standards are in place to provide the business with assurance that process risks and controls are being managed to the accepted risk tolerance levels agreed
- Work with key stakeholders to ensure all process risks and issues and testing aids identified are documented effectively, business owners assigned corrective action plans, status reporting is in place and risks are managed to a satisfactory conclusion
- Conduct deep dive process reviews on existing and emerging risks and issues, identified through quality results and root cause analysis
- Present to senior management effective updates on planned activity, emerging and identified risks on area of responsibility and as required present at OpsCo and other business committees or working groups specifically covering the level of assurance around Operational processes and effectiveness
- Facilitate and run workshops to promote understanding of the Ops Risk principles and operating model with the aim to inspire confidence in your colleagues through your ability to communicate and embed understanding of end to end operational processing risks and controls
- Regular collaboration sessions across Quality Control and Assurance to review and identify emerging risks, trends and potential business issues
- Lead the Ops QA Centre of Excellence driving continued team development, succession planning and growth
- Pro-actively work with a wide range of stakeholders across the Group and third parties to report on findings and areas of opportunity identified through risk management assessments, call collaborations, customer / ad-hoc reviews and independent process / control testing
- Support with chairing and effective management of the Ops Control meeting providing oversight and updates on the control and assurance position across Operations which need to be agreed and debated at a senior level. Support with reviewing and maintaining the required terms of reference
- Conduct regular reviews of the industry standards and technologies to make sure current approaches and emerging risks are being considered and assessed how they can be applied to the risk management enterprise and quality framework and ensuring the business are up to date and are meeting best practises and solutions to meet business and regulatory needs
- Continually look for areas of opportunity to improve and develop the quality tools being used within the business to keep up with industry standards
- Support and contribute to the identification of process improvement and resolve processing issues to establish best in class processing opportunities through process, structural or system change
- Be seen as a key SME within the business representing area of responsibility in core working and steering groups
- Prepare and provide regular reporting / status reports against agreed delivery timelines and actions, clearly documenting progress, any risks & issues against the delivery
- Present senior management reporting on area of responsibility and as required present at OpsCo and other committees or working groups specifically covering the quality and the level of assurance of Operational processes and effectiveness of the quality model
- Facilitate and run workshops and inspire confidence in your colleagues through your ability to understand end to end operational processing, its problems, its aspirations and its success working with the operational management team
Qualifications and expeirence:
- Equivalent to 6 years' Operational Management experience within a financial services quality control function is essential
- 5 years' experience in delivering and managing Operational Risk Control Self-Assessment programmes is essential
- 5 years' previous experience of stakeholder management and managing the acceptance of change with the ability to develop and effectively communicate the Group portfolio and programme objectives, inspire and motivate staff while maintaining alignment with the business strategy is essential
- Specialist knowledge of developing and implementation of 1st line of defence Quality Control frameworks and awareness programmes is essential
- Specialist knowledge of assessing and reporting on the effectiveness of risk control self-assessment (RCSA) is essential
If this sounds like you, apply today!
