Risk and Quality Assurance Manager
A unique opportunity to join one of the UK's most established and reputable insurance companies in this key new opening in their complaints department as Risk and Quality Assurance Manager.
As Risk and Quality Assurance Manager you will be responsible redefining the customer complaint management processes and governance controls. You will assess the current quality assurance model to help design and implement a robust root cause analysis framework in support of strategic priorities.
You will lead, manage, motivate and develop employees at all levels in a manner that is consistent with the company's policies and procedures. Ensuring that appropriate leadership is provided and that processes, systems and controls are in place in order that risks and issues are identified and escalated in the intermediated division will paramount in the role. This will ensure that customers are treated fairly in line with TCF Policy.
It will be within your remit to investigate and manage the resolution of operational risks and issues in accordance with the risk framework and provide a high quality, commercial and compliant service to all customers. You will assess the effectiveness of controls over processes, recommend improvements and produce accurate and insightful MI for our stakeholders.
A key part of the role will be to manage activities to maintain the integrity and completeness of the risk database whilst demonstrating operational adherence to the risk framework. You will work closely with operational managers to ensure the structure and controls recorded accurately represent those in place within the business environment.
Structured reviews will be carried out to assess whether sufficient controls are in place and are effective to manage operational risks whilst sharing business and risk management knowledge and deliver a high quality technical monitoring service to the operational areas.
You will develop, define and implement a robust centralised complaint management process providing insight into the reporting framework. Management of the risk and audit process for Service Experience and Customer Complaints will play a key part of the role. Therefore you will maintain strong risk mitigation and management control frameworks across the team.
You will conduct an annual review of the QA framework ensuring it remains fit for purpose and continues to meet the business needs. This will include embedding a new QA operating model, including the implementation of a risk based quality monitoring framework.
To be considered you must have risk and complaints experience at a senior level ideally within either an insurance or financial services regulated environment. You will be rewarded with an excellent package including pension bonus and flexible benefits.