- 15 month Maternity Cover Contract – Team Leader Role
- Support the business areas to provide accurate and high quality customer and loan processing.
- Lead our amazing/ friendly and highly professional Quality Assurance Team
- Major Financial Services business with a 51 year history
- Role base from the office (5 days) in Cheadle – South Manchester
Together Money:
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 900 colleagues help our customers throughout the UK, backed by the power of a £7.8 billion loan book.
The Quality Assurance Team forms part of the 1st Line Risk Team, which extends across regulated and non-regulated mortgage business activities. We are responsible for providing appropriate support, insight and recommendations in order to help with effective risk management and consistent delivery of good customer outcomes.
Job DescriptionThis is a maternity cover role covering a period of 15 months. You will be responsible for managing a very experienced team of 12 Quality Assurance Officers. The focus of the role will be to work alongside key business stakeholders and support their business areas to consistently deliver good customer outcomes and reduce incidents by ensuring that processes are adhered to.
You will play a key role in assessing the efficiency and suitability of departmental processes and training; driving a culture of continuous improvement, working with management teams, identifying changes needed to improve customer outcomes and/or business efficiencies.
Duties Include:
- QA planning; Resource management and consistent delivery
- Cross skilling Team to improve resilience and support employee development
- Initial point of contact for challenges to QA decisions
- Conduct ‘4 eyes’ checks of business QC monitoring
- Conduct ‘Check The Checker’ checks of QA Officer assessment
- Provision of QA reporting data and insights.
- Conduct root cause analysis of failed cases/poor outcomes and provide insights to Head of QA
- Regular 1:1s with QA Officers with a focus on personal development and delivering objectives
- Ongoing identification of opportunities for continuous improvement of the QA framework, approach and tooling.
- Support with QA strategy, framework and execution
- Support with ad hoc, high risk assurance activities
Preferred Skills:
- Experience of managing or coaching and staff training
- Strong interpersonal skills that allow confident and credible engagement with senior stakeholders, building strong and respectful relationships
- Understands operational challenges and how to support this from a first line risk perspective
- Excellent communication skills, both verbal and written
- Exceptional attention to detail
- Proven ability to work to targets and deadlines
- Proficient in use of Microsoft Word, Excel and Outlook
Desirable (not essential):
- Experience of working in a QA related environment, driving continuous improvement
- Good understanding of FCA expectations and the Consumer Duty outcomes
- Experience within the Financial Services Industry
- Awareness of Microsoft SharePoint and InfoPath
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
- Buy & sell holidays
- Discretionary annual bonus
- Matched pension contribution
- Life assurance
- Amazing on-site/ subsidised Restaurant
- Critical illness cover
- Health cash plan
- Private medical insurance
- Free access to company holiday homes
- Travel season ticket loans
- Ride to work scheme
- Free local gym access
- Local bar / restaurant discounts
Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we’ll do all we can.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
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What We Do
When the door to your property ambitions seems closed, ours is always open. Whether it’s a house to make a home, a business step in the right direction or your next big investment, we have the keys to unlock the doors to your property ambitions. Together, opening doors since 1974.
