Assurance Delivery Manager
CR3
Location: Manchester or Leek / Hybrid
Closing date 16th May 12 month secondment
Want to change the world? Choose a career that makes a difference
At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.
Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
Key responsibilities:
To lead on the delivery of Quality Assurance activity on an end to end or case basis, inclusive of customer outcome testing. Through adherence to quality framework requirements and the management and supervision of a team of specialist colleagues informing against good customer outcomes being delivered. You’ll also provide the first line of defence with assurance over the customer outcomes being achieved across the bank and ensure the Bank meets its commitment under Consumer Duty to monitor outcomes of our customers.
Key Accountabilities:
* 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.
* 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;
* Lead on project activities to accommodate quality framework changes and the impact on quality assurance activity through business change.
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.
* Thorough understanding of Customer Outcome Testing, wider Quality Assurance requirements and the Quality Framework;
* Up to date knowledge of regulatory requirements inclusive of those associated to Consumer Duty alongside good knowledge of relevant source books. Relevant qualification if appropriate to assigned business areas;
* Strong 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 passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
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 11.2 as of 14 January 2025.