Quality Assurance Lead - Conduct

Lloyds Banking Group; City of Edinburgh; Hybrid; GBP 83,000 - 99,000; Full time

Job summary

A major financial institution is seeking a Quality Assurance Lead to oversee the Conduct Quality Control strategy and manage conduct-related investigations. You will lead a diverse team towards excellence, ensuring compliance with regulatory requirements and continuous improvement. Ideal candidates must possess extensive experience in conduct risk and quality assurance, alongside excellent leadership and communication skills. The role also offers a competitive salary and benefits, including a generous pension contribution and performance bonuses.

Benefits

Generous pension contribution

Annual performance-related bonus

Share schemes

30 days holiday

Wellbeing initiatives

Generous parental leave policies

Qualifications

• Expertise in conduct risk and investigation processes, including legal requirements.
• Skilled in developing quality control frameworks and analyzing data for trends.
• Proven leadership ability to develop high-performing diverse teams.

Responsibilities

• Design and implement the Conduct Quality Control strategy.
• Manage the quality of conduct-related investigations.
• Report on quality control activities and emerging risks.
• Champion continuous improvement initiatives within the team.

Skills

Conduct Risk & Investigations

Quality Assurance & Data Analysis

Leadership & Team Development

Stakeholder Engagement

Communication & Influence

Continuous Improvement & Change Management

Job description

JOB TITLE: Quality Assurance Lead - Conduct

SALARY: £83,411 - £98,130

LOCATION(S): Edinburgh, Leeds, Halifax

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About this opportunity

Join us in an exciting new role, where you'll design and implement a framework to ensure the quality of our Group's Speak Up and end-to-end Conduct Ecosystem. This is a fantastic opportunity to make a real difference, working collaboratively across the organisation to uphold the highest standards of conduct and integrity.

Day to day, you will:

• Lead the design, implementation, and ongoing review of the Conduct Quality Control strategy, ensuring it reflects Group policies, procedures, and regulatory requirements.
• Oversee the quality and consistency of conduct-related investigations, managing cases impartially and confidentially from triage through to resolution, and working in partnership with Legal, HR, Compliance, Audit, Risk, and P&P.
• Assess the effectiveness and fairness of investigation channels, identifying opportunities for improvement and ensuring equitable treatment and outcomes.
• Provide timely, insightful reporting on quality control activities, highlighting current and emerging risks, trends, and systemic issues to inform senior management and support proactive risk management.
• Champion and contribute to continuous improvement initiatives, enhancing the quality and impact of conduct investigations and supporting the embedding of GA&CI's strategic priorities.
• Lead, motivate, and develop the Conduct Quality team, fostering a culture of excellence, inclusion, accountability, and ongoing professional development.
• Maintain up-to-date knowledge of conduct investigation practices, methodologies, and relevant regulations, ensuring the team's approach reflects industry standards and evolving best practice.
• Prepare and deliver regular reports on the status and outcomes of conduct investigations, ensuring key metrics and trends are identified, tracked, and communicated effectively to senior stakeholders.

Why Lloyds Banking Group

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too

What you'll need:

• Expertise in Conduct Risk & Investigations: Comprehensive understanding of conduct risk, investigation and disciplinary processes, and regulatory and legal requirements.
• Quality Assurance & Data Analysis: Skilled in developing quality control frameworks and analysing data to identify trends and risks.
• Leadership & Team Development: Proven ability to lead, motivate, and develop high-performing, diverse teams.
• Stakeholder Engagement: Strong collaboration skills with Legal, HR, Compliance, Audit, Risk and other key partners.
• Communication & Influence: Excellent written and verbal communication, able to coach, influence, and build relationships at all levels.
• Continuous Improvement & Change Management: Experience driving process improvements and adapting to regulatory and organisational change.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it's why we especially welcome applications from under-represented groups. We're disability confident. So if you'd like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.