Oversight & Capability Manager

My client, a successful Financial Services Business in Chester, is recruiting an experienced Oversight & Capability Manager to join their team.

Reporting to the Director of Operations, the Oversight & Capability Senior Manager is responsible for the development of the Outcome Testing and QA frameworks in line with regulatory requirements.

Additionally, this role will oversee and execute Root Cause Analysis (RCA) based on findings from across the wider business, providing insight and recommending changes to remedy the identified gaps.

Key Responsibilities:

Develop and deliver the oversight framework including Outcome Testing and Quality Assurance Monitoring

Build a company wide training capability with industry leading content and delivery capability

Develop a business-wide RCA strategy and supporting infrastructure which Identifies opportunities for process improvement and implement improvements to deliver good customer outcomes across the business

Work closely with all business units to review customer outcomes using insight to inform strategic decision-making

Provide strong leadership and guidance to the whole team, fostering a culture of high performance, accountability, and continuous development

Set clear performance goals and objectives for the team, regularly reviewing performance, and providing constructive feedback

Develop and implement training programs to enhance the skills and capabilities of the team members

Monitor team productivity and ensure efficient workload distribution Regulatory Compliance

Ensure outcome testing and quality assurance is effective in assessing compliance against all relevant laws, regulations, and industry guidelines, including a working understanding of FCA regulations

Remain informed with regulatory changes, including the Consumer Duty, and ensure prompt implementation of necessary adjustments to maintain compliance

Develop and enforce internal policies and procedures to ensure adherence to regulatory requirements

Collaborate with internal stakeholders, including Legal, Compliance, Credit Risk and Finance, to ensure alignment of collection and recovery strategies with organisational objectives and requirements

Operational lead for Change Advisory Board (CAB)

Chair monthly outcome testing forum with Exec Leadership Team Performance Management

Develop and implement robust post-implementation reviews (PIR’s) off the back of changes.

Ensure that colleagues are competent to deliver good customer outcomes through focused coaching frameworks and regular training on specialist subject matter

Make recommendations around further process or procedural improvements to be made

Ability to understand and interpret regulatory rules and guidance within the UK Regulatory Environment including but not limited to Consumer Duty

Demonstrate a sound knowledge of the FCA rules and guidance, Data Protection and other regulatory bodies

Analytical mindset with ability to interpret data, spot trends and identify emerging risks

Skills Required:

Must have experience working in a FCA, Compliance, Change, Strategic Planning, Management role within Financial Services

Self-motivated, persistent, diligent and enthusiastic

Strong influencing and negotiating skills

Strategic thinker (forward looking)

Precise and clear in written and verbal communication

Confident in liaising with all levels of staff to enable cultivation of strong working relationships will all levels of staff including the Leadership team

IT literate with proficiency with Microsoft Office Suite

Tenacity to investigate areas of concern across all business functions

An awareness of the impact of regulation on firms’ business models and the changes required to improve customer journeys

Experienced in developing and implementing risk-based oversight frameworks

Experience with developing and implementing Root Cause Analysis methodologies.

Open and cooperative with the FCA, the PRA and other regulators

You must observe proper standards of market conduct

Company Benefits:

Salary up to £58k basic

26 days holiday + bank holidays

Pension - up to 8%

Life assurance and income protection

Long service awards

Discretionary annual bonus

Management training

Monday to Friday, Hybrid - 2/3 days in office