Business Unit: Fraud Service Delivery
Location : UK Remote – Occasional travel to hub – Glasgow, Gosforth, Leeds, London
Contract Type: Permanent
We’re looking for a passionate and driven Quality Assurance Manager to lead a team of analysts within Fraud Operations. You will be responsible for the end-to-end service delivery, including management of workflow and driving consistency across the Quality & Compliance population. You will report to the Fraud Service Delivery Senior Manager and form part of the Fraud Service Delivery leadership team.
Lead a team to provide assurance on the performance of colleagues, high risk processes and high-risk people to ensure delivery of compliant customer journeys.
Develop and manage controls to ensure that the systems and processes used within fraud operations meet regulatory frameworks and internal policies.
Maintain a suite of MI and analyse error examples and trends across Fraud Operations to identify gaps and make recommendations to senior management.
Raise capability of operational teams through coaching and development activities.
Use root cause analysis and team-based problem solving to arrive at solutions and improved ways of working.
Support the Fraud Operations leadership team in making tactical and strategic decisions to enhance customer experience.
Strong experience in strategy development in a Quality Assurance context within Financial Services or Retail Banking.
Proven experience in leading a successful quality assurance/compliance team
Detailed knowledge of fraud processes and operational activities within a retail banking environment.
In depth knowledge of fraud typologies within a retail banking environment
Practical understanding of policy and regulatory requirements
Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
~ Up to five extra paid well-being days per year.
~20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
~ Market-leading pension.
~ Free private medical cover, income protection and life assurance.
~ Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. As a Disability Confident Leader, we're committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.
These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.