Customer Assurance Governance Manager

Leeds Building Society; Newcastle upon Tyne; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Join a forward-thinking organization as a Customer Assurance Governance Manager, where your expertise in Quality Assurance within Financial Services will help shape the future of home ownership. This newly created role offers the chance to lead a dedicated team, ensuring quality across various customer products. With a strong emphasis on purpose and community, you'll thrive in a supportive environment that values your contributions. Enjoy a hybrid working model, competitive benefits, and the opportunity to make a meaningful impact in a culture that prioritizes inclusivity and development.

Benefits

Annual colleague bonus up to 12%

Hybrid working

Matched pension contributions up to 10%

26 days holiday plus bank holidays

Holiday purchase scheme

Colleague Mortgage and Saver products

Electric vehicle scheme

Cycle to Work scheme

2 days' volunteering per year

Qualifications

• Experience in developing Quality Assurance Programmes in Financial Services.
• Ability to analyze quality assurance findings and support colleague development.

Responsibilities

• Deliver the Customer Assurance Governance Framework.
• Manage a team overseeing Quality Assurance across mortgage, savings, and insurance.

Skills

Oversight of FCA regulated activities

Quality Assurance Frameworks

Stakeholder management

Communication skills

Data analysis

Team management

Education

CeMap qualification

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – if you have experience of developing and delivering a Quality Assurance Programme within a Financial Services setting and have a passion for developing a team you could be a great fit to join us as a Customer Assurance Governance Manager. This is a newly created role which will play a lead role in influencing the way we deliver quality assurance.

How you'll make a difference

You will be responsible for the delivery of the Customer Assurance Governance Framework and will manage a small team responsible for the oversight of Quality Assurance across our Customer Division which includes our mortgage, savings, insurance products across all channels.

What will you bring to the role?

• Experience of undertaking oversight of FCA regulated activities (e.g. Mortgage Advice, Underwriting, Savings and Insurance) (essential)
• Experience of managing and developing Quality Assurance Frameworks/Programmes
• Full CeMap qualification (preferred, or willingness to study)
• Understanding of FCA Code of Conduct Rules, Principles for Business and Consumer Duty Regulation and Vulnerable Customer Guidance
• Experience of managing and developing people
• Experience of analysing quality assurance findings/data, identifying trends and root causes to support colleague development, improve processes and customer outcomes delivery
• Ability to lead calibration sessions, supporting and coaching colleagues to strengthen alignment across testing activities
• Experience of resource planning and work allocation
• Strong stakeholder management skills
• Excellent communication and listening skills

And in return, you'll get the best from us:

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Electric vehicle scheme/ Cycle to Work scheme
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. The closing date for Applications is Wednesday 14th May, but don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on [e-mail].

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