Assurance Delivery Manager
CR3
Hybrid – Home/Manchester
The role:
As an Assurance Delivery Manager you’ll lead the delivery of Quality Assurance activity inclusive of customer outcome testing, through adherence to quality framework requirements. You’ll also be responsible for the management and supervision of a team of specialist colleagues to ensure good customer outcomes are being delivered.
Key Accountabilities:
Customer Service:
- Undertake relationship management activity through stakeholder engagement with business area senior leaders, to understand business priorities and inform risk based quality assurance.
- Presentation of period end results at business area risk and governance forums, to evidence on activity, identify and escalate issues as appropriate, drive actions and challenge senior leaders within assigned business areas on the performance of activity quality undertaken.
Control (Risks, Financials and Processes)
- Oversee the completion of risk based monitoring activity through the development and delivery of a monthly/quarterly risk based outcome testing plan for assigned business areas.
- Production of insightful commentary to support monitoring activity, analysing quality assurance MI and root cause to make decisions and recommendations to inform the delivery of good customer outcomes.
- Deliver regular consistency and calibration meetings with key stakeholders in operational areas to ensure consistency of monitoring activity within front line supervisor population.
- Complete agreed supervision requirements with the Outcome Testing Analysts ensuring competency standards are maintained.
- Supervise monitoring and quality oversight facilities to assigned business areas to enable them to function effectively, ensuring that all legislative, company and local practices are fully adhered to
- Understand the Bank’s risk management framework, how it applies to your role and ensure you follow the appropriate policy and procedures and that risks are managed and controlled.
Change
- Lead on project activities to accommodate quality framework changes and the impact on quality assurance activity through business change.
Leadership
- Lead a specialist Quality Assurance team to assess and oversee all technical aspects of customer outcome testing and wider quality framework activity through the application of the appropriate methodology, including the maintenance of key quality framework documentation.
- Lead the delivery of effective feedback to line management to maintain ongoing colleague development and competency standards across assigned business areas.
Knowledge, Skills and Experience Required:
- Ability to lead a small number of staff in the context of monitoring and quality activity.
- Mentors, supports and coaches individuals within specialist area.
- Proven organisational, coordinating and management skills with the ability to develop and manage the operational delivery of volume plan requirements.
- Ability to write reports, insightful business commentary and carry out root cause analysis without guidance.
- Excellent communication, relationship management skills, able to present effectively at meetings with business area senior management.
- Experienced in the principles of Quality activity and of knowledge of relevant products.
Technical Capabilities
- Thorough understanding of Customer Outcome Testing, wider Quality Assurance requirements and the Quality Framework.
- Good knowledge of relevant source books. Relevant qualification if appropriate to assigned business areas.
- Thorough understanding of key customer processes, defined procedures and guidance covering the end to end customer journey
- In-depth understanding of quality assurance requirements to inform risk based decision making in the delivery of good customer outcomes.
What You Can Expect From Us:
- Flexible and home working options
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 8.5 as of 9 October 2023.