Outcome Testing Analyst – 6 Month Secondment Opportunity
Manchester- Balloon St
Grade: DR3
Hiring managers are Alexander.Ralli@co-operativebank.co.uk & Lorraine.burke@co-operativebank.co.uk
A career that makes a difference
Who we are
Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.
What we’re about
We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.
Role:
* To undertake risk based oversight checking activity in line with quality framework requirements to provide assurance to line management on its application.
* To undertake outcome testing on an end to end or case basis, providing assurance that fair customer outcomes and quality requirements of the framework are being delivered.
To provide feedback and gain commitment to deliver improvements or rectify issues. Track actions to address issues highlighted.
Key Accountabilities:
* Conduct case monitoring activity in line with the existing methodology across all products, transaction types and channels.
* Provide feedback to front line staff and supervisors on performance
* Conduct risk based sample checking of the quality framework and customer transactions to assess the appropriateness of customer outcomes, and feedback to line management.
* Provide appropriate evidence to support monitoring activity, showing root cause and recommendations to address any development gaps.
* Support regular consistency and calibration meetings within business area to ensure consistency of monitoring activity within front line supervisor population.
Keep up to date with regulatory requirements and develop skills and capabilities to be able to provide more effective monitoring and controls, seeking and sharing good practice and knowledge to support a practice of continuous improvement.
What we want from you:
* Good understanding of Retail Banking and Mortgage products, procedures, processes and systems.
* Ability to supervise/coach and develop others in a regulatory or operational environment.
* Ability to write reports, feedback results and present findings.
* Deliver consistent quality work in a demanding environment.
* Broad knowledge of relevant regulations (ICOBS, BCOBS MCOBS, CCA). Relevant qualification if appropriate.
* Broad understanding of the customer outcome monitoring requirements and the QMF framework
* Sound organisational skills.
* Ability to carry out standard root cause/risk based analysis
What you can expect from us:
- 27 days holiday at start, rising to 30 days
- Competitive pension / income protection / life assurance
- 2 paid days for volunteering per year
- Positive working environment in contemporary offices
- Strong career path within Financial Services
- Family friendly policies and supportive working environment
- Recognition scheme and a culture in which we celebrate success
- Colleague network groups committed to inclusion and diversity within our Bank.
We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.
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.
Please note we may withdraw this vacancy once sufficient applications have been reached.