Recently named in Deloitte’s annual Technology Fast 50 rankings, Allica is the UK’s fastest growing technology firm and the fastest-growing financial technology firm ever. Allica Bank is dedicated to serving and supporting small and medium businesses and empowering them to succeed. Allica is a new type of business bank, combining modern, powerful technology with local relationships in the community to deliver expert banking for businesses in Britain.
We offer businesses market-leading lending products, including commercial mortgages and asset finance, as well as a range of business and personal savings products.
About the role
Reporting to the QA / QC Team Leader, you will work closely with them in the management and evolution of a robust 1st line operational risk assurance and control framework. You will work closely with colleagues across the Operations function and other Bank functions to ensure end-to-end coverage of processes with a strong collaborative relationship with the 2nd Line Risk and Compliance colleagues.
Assisting in the training of staff to complete the quality assurance checks and overseeing the completion of the checks with a robust sample approach developed to ensure completion to the required standard. Making recommendations for the development and introduction of new and/or enhanced controls as required to reflect the expected values and behaviours of the bank, delivering business performance, good governance and fair treatment of customers.
What you'll do
* Deliver a first-class leading Operations record framework, with records accurately maintained and properly catalogued in accordance with the framework and its procedures and requirements.
* Support the QA/QC Manager in the review of all key operational processes and procedures to assure that all key failure points are identified and appropriately flagged.
* Deliver appropriate assurance controls and checks to:
o Identify any failure points in the process, or those which could potentially lead to customer dissatisfaction or unfair treatment.
o Validate that the documented procedures are being followed.
o Support the identification and measurement of the customer experience.
o Identify and minimise any areas of potential operational loss.
o Identify training needs.
o Deliver an operational assurance and control framework dashboard in line with business operational and reporting needs.
o Support the operational forecasting and demand management processes to meet operational and customer objectives.
o Ensure controls and checks are in place and actively managed to ensure all activities including the management of exceptions and reconciliations are completed accurately and effectively, escalating issues to the QA / QC Team Leader.
o Ensure complaints are evaluated immediately to remediate any customer problems and identify root causes which should be acted upon.
o Work closely with all projects delivering change into the Bank to identify and address relevant operational risk and assurance issues.
o Support the QA/QC Manager in managing operational risk and promoting risk awareness through the adoption and cascade of policies within the Operations team.
o Support the management and minimisation of the key risk of loss or negative impact on the bank’s reputation from inadequate or failed internal processes, people, systems, external events and outsourcing arrangements.
o Ensure full compliance with Bank policies and with the FCA and PRA Conduct Rules, working with senior management to build relationships with regulatory bodies.
o Responsible for side by side and live training across all teams in Operations.
What you'll bring
* Capability to work in a fast-paced environment, managing complex, competing priorities with a constant focus on delivery.
* Resilience and energy for collaborating with others, working flexibly and driving developments rapidly.
* Confidence, credibility, and highly developed interpersonal skills with a ‘can-do’ attitude.
* Ability to bring people together in a constructive and collaborative way by emphasising a common risk and assurance vision.
* Clear and independent thinker, logical, analytical and structured in approach to business issues.
* Prepared to win support for views through reasoned persuasion.
* Pragmatic and astute in dealings with others.
* Experience of front and back office operations and customer call centres.
* Knowledge of change management processes, methods and procedures.
* Proven experience of implementing strategies to identify and mitigate operational risks.
* Experience of implementing and improving customer experience across multiple channels.
* Experience in developing operational assurance and control frameworks to maximise colleague quality and optimise operational efficiency while controlling operational risk and loss.
Working at Allica Bank
At Allica Bank we ensure our employees have the right tools and environment to succeed in their roles and support our customers.
Our employees are at the heart of everything we do, so our benefits are designed with you in mind:
* Full onboarding support and continued development opportunities
* Options for flexible working
* 25 days holiday – with the option to Buy/Sell
* Pension contributions
* Discretionary bonus scheme
* Private health cover (with the option to add family members)
* Life assurance
* Income Protection
* Family friendly policies including enhanced Maternity & Paternity leave
* Season ticket loans
Don’t tick every box?
Don’t worry if you don’t have all the skills or requirements listed. If you think you’ll be a good fit, we’d still love to hear from you!
Diversity
We’re a diverse bunch at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing their true selves to work.
#J-18808-Ljbffr