Financial Services Quality Manager

Dixons Carphone
North West England
35k to 39k
06 Nov 2017
16 Nov 2017
Contract Type
Full Time
The Role

Financial Services Quality Manager (Third Party)
Permanent, Full time
£35000-£40000 PA plus up to 30% bonus

The role:

Combining data, insight and analysis the role-holder will drive compliance and customer experience improvements across our third party financial services portfolio. Directing and managing initiatives that continue to drive a strong culture of regulatory quality compliance as well as increasing levels of customer satisfaction will be central to the role. This role has a focus on both existing and future FS quality assurance. The work will include change management activities to drive improvements in the Quality Assurance operation as well as the end-to-end customer journey. The role-holder will have line management responsibility for the Quality Assurance team and delivery of a robust set of Compliance action plans and ultimately results that support a culture of Treating Customers Fairly. Identifying gaps and opportunities will be a key function, with the role-holder relentless in their mission to deliver a compliant customer experience at all times.

Main detail and responsibilities:

• Develop a ‘Risk-Based’ approach to Quality Assurance (QA) monitoring across all financial services channels and products (mainly insurance)
• Lead on quality improvement activity and work closely with management across all financial services channels as appropriate, ensuring the relevant action plans are delivered and that appropriate action is taken
• Challenge sales and service teams to deliver compliant and ethical selling and post-sales handling of customers
• Work with the FCA Analysis & Continuous Improvement Team to identify trends and process improvement opportunities from QA results.
• Design comprehensive communications to disseminate quality management information across the organisation, including at Board level and externally to the regulator
• Review quality processes and procedures.
• Identify lack of action and escalate appropriately, without damaging relationships with relevant business / individuals.
• Work with the Retail Quality & Customer Experience Manager to share best practice and look for mutual improvement opportunities
• Ensure successful implementation of the department’s web-based QA scoring tool and embed into team processes
• Provide oversight and drive adherence to the department Training & Competency scheme
• Line management and development of QA Team Managers and associated team members
• Support the Senior FS Quality Manager in implementing agreed strategy and departmental improvements

Required skills:

• Exemplary stakeholder management skills
• Assertion and tenacity, challenging others to improve
• Eye for detail – identifying trends and non-compliance
• Results driven and orientated
• Operational knowledge around customer satisfaction, quality and loyalty
• Experience of statistical analysis
• Experience of working in a regulated industry
• Experience within the IT/Telecommunications industry
• Managing large teams in a professional, regulated environment
• Track record of continuous improvement and driving positive change

Main Details and Responsibilities


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