Quality Oversight Manager - Complaints - 18 Month Fixed Term Contract/Secondment

Fidelity International; Tadworth; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A financial services company in the UK is looking for a Quality Control Manager to oversee its Technical Complaint support team. The successful candidate will enhance complaint handling operations and ensure high standards by developing a Quality Checking Framework. Experienced leaders with strong skills in compliance and problem-solving, preferably within financial services, will thrive in this role. The position offers a comprehensive benefits package and flexible working arrangements.

Benefits

Comprehensive benefits package

Flexible working arrangements

Qualifications

• Extensive experience managing a Quality Control process within Financial Services.
• Proven experience in staff development.
• Strong understanding of regulatory compliance in complaint handling.

Responsibilities

• Lead the Technical Complaint support team and provide strategic direction.
• Foster collaboration between Team Managers and Quality Assurance teams.
• Develop and maintain robust Quality Control procedures.

Skills

Leadership

Quality Control Management

Complex Problem Solving

Influencing Skills

Risk Management

Microsoft Office Proficiency

Education

IOC1 certification

IOC2/3 certification

Job description

Resolutions supports Fidelity drive our values of Integrity & Trust by being Brave, Bold, Curious & Compassionate, playing a critical role in resolving complaints & providing independent data and insight. About your role Embark on an exciting and fulfilling management journey within the Resolutions complaints team, where you will report directly to the Head of Technical Support and Learning Hub. You will take ownership of the Quality Control process, ensuring the highest standards of complaint handling are maintained and enhanced. As the manager of the Technical Complaint support team, you will lead a dedicated group of professionals responsible for answering queries and providing case handling support on complex complaints. Your team plays a vital role in ensuring every customer feels heard, valued, and satisfied, tackling a wide array of products and services offered by Fidelity across GPS, encompassing both regulated and complex issues. Your mission will be to keep the Quality process current and aligned with Fidelity and regulatory standards. You will spearhead the development and implementation of a cutting‑edge Quality Checking Framework, crafted to streamline complaint handling and elevate operational efficiency, whilst maintaining high‑quality case handling. Your expertise will provide invaluable technical Quality support to Team Managers, ensuring consistent standards across the department and aiding the onboarding and growth of new Quality Checkers. Bring your technical acumen and management prowess to bolster the team's standing as quality control specialists.

• Lead the Technical Complaint support team and provide strategic direction to ensure optimal support and satisfactory outcomes for customers.
• Provide direction to Quality Controllers (QCs) by offering guidance and support to optimise their performance, even though you may not manage them directly.
• Develop, implement, and maintain robust complaint handling Quality Control procedures, including a new Quality Checking Framework to boost operational efficiency whilst maintaining high‑quality case handling.
• Foster collaboration between Team Managers and Quality Assurance teams, aligning regulatory compliance, customer expectations, and business objectives, while navigating differences in approaches.
• Participate in QA Working Group initiatives, committing to coaching and enhancing quality output through QA learnings.
• Champion the use of the Resolutions GenAI tool to drive efficiency and innovation in complaint handling processes.
• Establish feedback loops to empower the Technical Complaint support team to enhance processes continuously.
• Monitor Resolutions Quality Control outputs, offering constructive feedback to Team Managers and facilitating calibration sessions with Quality Checkers and their Managers for alignment and precision.
• Commit to self‑development, personal growth, and continuous learning about Fidelity products, services, systems, and processes, ensuring regulatory knowledge and competencies are always up‑to‑date. Extensive experience managing a Quality Control process within the Financial Services sector, with a strong focus on handling complaints in a dynamic and fast‑paced environment, is highly advantageous.
• Proven experience in staff development.
• Completion of IOC1 within 6 months of joining and IOC2/3 within 2 years, if not already obtained.
• Excellent influencing and negotiation skills at all organisational levels.
• Strong understanding of risk management and the importance of controls and escalation.
• Proficiency in Microsoft Office – Word, Outlook, and Excel.
• Demonstrated commitment, professionalism, and maturity.

Join us and make a meaningful impact by enhancing our complaint handling operations and driving quality excellence across the department. Your leadership can shape the future of Resolutions at Fidelity. For starters, we'll offer you a comprehensive benefits package. We'll value your wellbeing and support your development. And we'll be as flexible as we can about where and when you work — finding a balance that works for all of us. It's all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.