- Deliver a first-class leading Operations record framework, with records accurately maintained, 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:
- Identify any failure points in the process, or those which could potentially lead to customer dissatisfaction of unfair treatment.
- Validate that the documented procedures are being followed.
- Support the identification of 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 with production in line with business operational and reporting needs.
- Support the operational forecasting and demand management processes to support delivery of operational capacity and capability to meet operational and customer objectives.
- Ensure controls and checks are in place and are being actively managed to ensure all activities including the management of exceptions and reconciliations are completed accurately, effectively and in a timely manner, escalating issues and problems to the QA / QC Team Leader.
- Ensure complaints are evaluated immediately to remediate any customer problems and to identify and remediate root causes which should be evaluated and acted upon.
- Work closely with all projects delivering change into the Bank to identify and address relevant operational risk and assurance issues as required.
- Support the QA/QC Manager in the management of operational risk and in the promotion and training of risk awareness and through the adoption and cascade of policies, reporting and escalation channels within the Operations team.
- Support the management and minimisation of the key risk of loss or negative impact on the bank's reputation resulting from inadequate or failed internal processes, people, systems, external events and outsourcing arrangements, ensuring risks are mitigated by awareness of policies and procedures along with robust risk controls.
- Ensure full compliance with Bank policies and with the FCA and PRA Individual Conduct Rules and Senior Manager Conduct Rules, working with the senior management team in building and maintaining relationships with the various regulatory bodies.
- Responsible for side by side and live training across all teams in Operations.
- Be capable of working in a fast-paced environment, managing complex, competing and alternating priorities with a constant focus on delivery.
- Have resilience and energy for collaborating with others, working flexibly and driving developments rapidly.
- Have confidence, creditability and highly developed interpersonal skills with a 'can-do' attitude.
- Be able to bring people together in a constructive and collaborative way by emphasising a common risk and assurance vision.
- Be a clear and independent thinker, logical, analytical and structured in approach to all business issues.
- Be prepared to win support for their views through reasoned persuasion.
- Be pragmatic and astute in their 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 the customer experience across multiple customer channels.
- Experience in developing operational assurance and control framework to maximise colleague quality and optimise operational efficiency, whilst controlling and minimising the opportunity for operational risk and loss.
- 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
Quality Assurance Officer - Milton Keynes, United Kingdom - Allica Bank
Description
Job Description
About Allica Bank
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 (including across site if appropriate) and across other Bank functions to ensure end-to-end coverage of processes and with a strong working and collaborative working relationship required with the 2nd Line Risk and Compliance colleagues.
Assisting in the training of staff to complete the quality assurance checks and for 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
What you'll bring
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:
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
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.