Quality Control and Procedures Supervisor

Quality Control and Procedures Supervisor

Based in Milton Keynes, Birmingham or Wilmslow.

Job title: Quality Control and Procedures Supervisor Location: Milton Keynes, Birmingham or Wilmslow.

Job Summary

To effectively support the implementation and manage the Bank's approach to 1st Line Operational Risk including implementation and monitoring of the Training and Competence Scheme and the mandatory aspects of the Leaning and Development programme.

Key responsibilities

• Obtain and maintain Competent Supervisor Status as per the Training and Competence scheme.
• Support Head of Home Finance Distribution building a best in class Go To team for expertise and embed the culture of Right First Time across the Customer and Broker journey.
• Undertake the required Training and Competence and mandatory aspects of Learning and Development assessments, assessing the suitability of advice and customer outcomes
• Liaise with Compliance Monitoring, Internal and External Audits in respect of any annual reviews relating to QC.
• Continuously evaluate and identify training gaps within the Home Finance Distribution teams, recommending changes to procedures and policies. Provide feedback on individual performance objectives and monitor progress.
• Facilitate reporting and presentation of performance metrics against the controls and service frameworks.
• Taking an active lead in executing certain projects as and when required.
• Supporting major incident identification, escalation, and resolution.
• Ensuring the policy, procedures and processes are maintained and communicated to all teams.
• Identify and implement enhancements to increase the efficiency of processes.
• Ensure Customer and Broker facing materials provide an accurate summary of GHBs documentary requirements to meet our control standards.
• Undertake risk event reviews and analysis root causes analysis and adequacy of actions to address weaknesses. Provide independent assurance of compliance with policies.
• Liaise (in conjunction with the Customer Governance Manager) with Internal Audit and Compliance Monitoring in respect of any scheduled reviews and follow up actions of updating the relevant Procedures and Processes
• Monitor and review Customer and Broker complaints to assess any trend and link to processes and procedures improvements.
• Monitor and review Customer and Broker feedback utilising data such as NPS and Trustpilot as appropriate.
• Preparation of monthly QA reports for submission to forums and committees.
• Control, manage and where appropriate maintain all Standard Operating Procedures across HFD with assistance from relevant senior leaders.

Any other duties commensurate with the grade and level of responsibility of this role, for which the role holder has the necessary experience and/or training.

Senior managers and certification regime

This role is in-scope of the Regulators' Senior Manager and Certification Regime. As such the jobholder will be assessed and certified annually.

Your role as Quality Control and Procedures Supervisor is a certified function. You are therefore required to discharge the following governance responsibilities:

Skills required

• Good working knowledge of Mortgage and Home Finance regulation
• Good working knowledge of MS Office applications (Excel, Word, PowerPoint as a minimum)
• Knowledge of UK banking (Customer Service, Credit. Financial Crime, Operations) and risk management & controls principles appropriate to the three lines of defence model
• Understanding of compliance with group policies including Conduct Risk
• Excellent attention to detail with a can do attitude and strong team skills.
• Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience.
• Strong communication (written and oral) and organisational skills
• Able to work under pressure, whether alone or as part of a small team
• Willingness to challenge, collaborate and adapt.
• A professional and well-presented self-starter requiring managerial skills, including the ability to manage risk, compliance, and control activities.
• Considerable knowledge and experience of best practice and governance frameworks, methodologies, and emerging practice, in relation to the UK regulated financial services context.
• Skilled communicator with the ability to influence, provide appropriate feedback and motivate others.
• Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.
• Knowledge and understanding of risk control arrangements.
• Knowledge of regulatory environment and key regulatory regimes.
• GCSE English and Mathematics (or equivalent)
• Relevant professional qualifications CeMAP or Equivalent) is essential.

Beneficial skills and qualifications

• Understanding of Islamic Banking products such as Home Purchase Plans and a knowledge of the conventional

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Birmingham Wilmslow. We offer personal and corporate savings products and finance for UK residential property, in addition to sourcing and advising on UK real estate investments.

We offer a highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service
• Pension plan
• Private medical insurance
• Income protection
• Life assurance
• Employee referral bonus

We are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with us. The personal details you have shared with us may be processed by The Curve Group on our behalf. Full details of their Privacy Policy can be viewed here.

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