Sewell Wallis are partnering with our client, an already well-established and growing financial services business based in Rotherham, as they look to appoint a Quality and Complaints Manager in this newly created role. We're looking for an exceptional, ideas person. This is not your everyday kind of role; the successful candidate will be offered this role which provides autonomy, development opportunity, and the chance to truly make the role your own.
You'll be experienced in quality assurance within an FCA regulated environment and know what great looks like. The successful candidate will take that knowledge and scope out a new department having full autonomy over processes, team structure, recruitment, and reporting.
What will you be doing?
1. Provide assurance to the Chief Operating Officer & Leadership team that all Operations teams are delivering in line with intent and providing good outcomes to customers, whilst identifying potential areas of concern and holding the Operation to account on remediating them.
2. Bring industry experience to set up and continuously review a first line Quality Assurance and Complaints function to ensure it remains effective.
3. Partner closely with Operations leaders to ensure that complaints are responded to within regulatory timelines.
4. Work with stakeholders across Operations, at all levels, to effectively influence change.
5. Be a strong partner with Operational Leadership to enable continuous improvement.
6. Be an inspirational people leader to the Quality Assurance team, investing in and developing them.
What skills are we looking for?
1. Proven experience in setting up and leading a Quality Assurance function within Financial Services and providing effective reporting on the results, or an experienced Quality Assurance Manager used to working for an FCA regulated business with exceptional processes that can be applied in a new role.
2. Deep understanding of the regulatory environment in which we operate and be able to highlight areas where the business could be exposed either now or in the future.
3. You'll be highly motivated and enthusiastic and able to set the direction and vision for an evolving team - with the change management experience to deliver on that agenda at pace.
4. A natural problem solver and can show integrative thinking to be able to analyse insights from a range of different sources in order to identify key themes, size risks, and effectively report on those.
5. Good judgement skills - using your business judgement to understand the broader risk profile of the Operation.
6. You'll be an inclusive and empowering leader, who has experience of investing in and developing a team.
7. Action-oriented and motivated by delivering results that have a real impact on the customer experience.
What's on offer?
1. A salary of up to £55,000.
2. 25 days holiday, rising by 1 day per year for the first 5 years.
3. Private medical insurance.
4. Unrivalled career opportunities within a thriving business.
To apply please send your CV below, or contact Kayley Haythornthwaite.
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