Colleague Assurance Manager

Colleague Assurance Lead Responsibilities

• Leading Colleague Assurance Strategy and Delivery - setting the direction for colleague assurance across customer-facing operations, ensuring assessments are fair, evidence-based, risk-led and aligned to our QA framework.
• Driving Assurance Confidence and Risk Management - owning assurance confidence through quality standards, consistency, governance and risk escalation, providing reliable assurance that colleague assessment activity meets framework requirements.
• Developing Assurance Capability and Standards - leading accreditation, calibration and capability development to ensure consistent interpretation of QA standards, strong professional judgement and effective quality governance.
• Leading and Inspiring the Assurance Team - building and developing a high-performing Colleague Assurance team, making risk-based prioritisation and resource decisions while fostering accountability, challenge and continuous improvement.
• Embedding Data-Led and Outcome-Focused Assurance - driving the shift from volume-based checking to targeted, analytics-led, end-to-end customer journey assurance, focusing effort on the areas of greatest customer, conduct and operational risk.
• Influencing Quality Improvement and Senior Decision Making - acting as the lead for the Colleague Assurance pillar, providing insight, assurance expertise and constructive challenge to influence governance outcomes, operational improvements and senior stakeholder decisions.

Requirements

• Strong quality assurance leadership experience, including managing assurance activity within insurance, financial services or other regulated environment.
• Strong knowledge of FCA regulation, Consumer Duty and customer outcome-focused assurance with a clear understanding of QA frameworks, governance and assurance methodologies.
• Proven leadership capability, with experience of developing high-performing teams through coaching, calibration, accreditation and quality governance.
• Strong analytical and risk-based decision making skills, using data and insight to identify risks, prioritise assurance activity and drive improvements.
• Excellent stakeholder management and influencing skills, with experience presenting assurance insight and providing constructive challenge to senior leaders.
• Resilient and adaptable change leader, able to collaborate across multiple functions and drive continuous improvement in quality, assurance effectiveness and customer outcomes.

Core Competencies

Demonstrates strong leadership in quality assurance within regulated environments, with a focus on developing high-performing teams and driving data-led improvements in assurance effectiveness. Expertise in FCA regulation, governance frameworks, and risk management is essential for influencing operational outcomes and stakeholder decisions.