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This is a hybrid role working 3 days in the office (City of London location) and 2 days working from home.
Role Purpose:
Managing a team of QA officers conducting first-line reviews, overseeing QA results encompassing file checks and call monitoring aligned with the QA framework, and taking ownership of procedure manuals.
Your role involves providing constructive feedback to Underwriting Managers and Underwriters regarding their quality performance, actively monitoring the implementation of QA feedback, and collaborating with the Training & Competence Manager to ensure training and support are provided where needed.
Additionally, you will work closely with senior managers to identify risks and implement appropriate controls, contributing to the overall enhancement of quality standards within the Mortgages department.
Responsibilities:
- Lead and supervise a team of QA officers responsible for conducting first-line reviews, ensuring adherence to established quality standards.
- Oversee and analyse QA results, including comprehensive file checks and call monitoring, aligning activities with the QA framework to uphold excellence in service delivery.
- Take ownership of procedure manuals, ensuring accurate and up-to-date documentation to guide operational processes.
- Provide constructive feedback to Underwriting Managers and Underwriters, contributing to the continuous improvement of quality performance across the underwriting department.
- Monitor the implementation of QA feedback, actively addressing areas for improvement and facilitating a culture of ongoing enhancement.
- Collaborate with the Training & Competence Manager to identify training needs and ensure the provision of necessary support for team members requiring assistance.
- Work closely with senior managers to identify potential risks and assist in the implementation of effective controls, fostering a proactive approach to risk management within the organization.
- Oversight of Mortgage lending mandates.
- Produce management information and reports to Business Management Committee and Mortgages Management Team.
- Working with the Mortgages Management Team and any other stakeholders to identify risks and associated controls.
- Ad-hoc tasks at the delegation of line management.
Skills and Experience sought:
- Previous experience in Quality Assurance in a financial services environment
- Managing and prioritising own workload
Remuneration and Benefits:
- Competitive Salary and Bonus package
- 26 Days Holiday
- 2 Wellbeing Days
- Contributory Pension
- Life Insurance / Income Protection / Critical Illness cover
- Private Medical Insurance
- Season Ticket Loans
- Excellent career development opportunities and where appropriate sponsorship of a relevant qualification
