About Allica Bank
Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech.
Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.
Role Description
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 collaborate with colleagues across the Operations function and other Bank functions to ensure end-to-end coverage of processes with a strong working relationship required 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.
Principal Accountabilities
1. Deliver a first-class leading Operations record framework, with records accurately maintained, properly catalogued in accordance with the framework and its procedures and requirements.
2. 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.
3. Deliver appropriate assurance controls and checks to:
* Identify any failure points in the process, or those which could potentially lead to customer dissatisfaction or unfair treatment.
* Validate that the documented procedures are being followed.
* Support the identification and measurement of the customer experience.
* Identify and minimise any areas of potential operational loss.
* Identify training needs.
* Deliver an operational assurance and control framework dashboard in line with business operational and reporting needs.
* Support operational forecasting and demand management processes to meet operational and customer objectives.
* Ensure controls and checks are in place and actively managed to ensure all activities including management of exceptions and reconciliations are completed accurately, effectively, and timely, escalating issues to the QA / QC Manager and QA/QC TL.
* Ensure complaints are evaluated immediately to remediate customer problems and identify root causes for evaluation and action.
* Work closely with all projects delivering change into the Bank to identify and address relevant operational risk and assurance issues.
* Support the QA/QC Manager and QA/QC TL in the management of operational risk and in promoting risk awareness through the adoption and cascade of policies, reporting, and escalation channels within the Operations team.
* Support the management and minimisation of risks of loss or negative impact on the bank’s reputation from inadequate or failed internal processes, people, systems, external events, and outsourcing arrangements.
* Ensure full compliance with Bank policies and with FCA and PRA Individual Conduct Rules and Senior Manager Conduct Rules, working with senior management to maintain relationships with regulatory bodies.
* Support side by side and live training across all teams in Operations.
Personal Attributes & Experience
* Capable of working in a fast-paced environment, managing complex, competing priorities with a constant focus on delivery.
* Resilient and energetic for collaborating with others, working flexibly and driving developments rapidly.
* Confident, credible, and possess highly developed interpersonal skills with a ‘can-do’ attitude.
* Able to bring people together constructively 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 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 want to ensure our employees have the right tools and environment in which to succeed in their role and in support of 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.
* Regular social activities.
* 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 on the job description. If you think you’ll be a good fit, we’d still love to hear from you!
Flexible working
We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.
Diversity
We’re a diverse bunch here 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 as much of themselves to work with them as they like.
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