Error Management & Quality Governance Lead

U.S. Bank; Arklow; Hybrid; EUR 65,000 - 85,000; Full time

Job summary

U.S. Bank is seeking a Customer Assurance professional to lead end-to-end error management design and governance.

The role focuses on embedding new processes, AI-enabled improvements, and strong QA practices across the organisation to protect customers and ensure regulatory adherence. The position involves collaboration with Compliance, Risk, Legal, and Technology, with a hybrid schedule in Cherrywood or Arklow and a 9-month fixed-term contract.

Qualifications

• Degree or equivalent work experience.
• Experience leading large-scale operational transformation initiatives, including system implementations and business process redesign.
• Strong knowledge of QA methodologies, operational controls, testing frameworks, and risk management practices.
• Strong influencing and relationship-building skills across all organisational levels.
• Ability to identify root causes, analyse trends, assess risks, and develop practical solutions.
• Understanding of regulatory requirements including CPC, Consumer Duty, FCA principles and GDPR.
• Experience managing customer remediation programmes is advantageous.

Responsibilities

• Lead the End-to-End Error Management Framework design and implementation across the organisation, defining requirements, workflows, controls, and reporting.
• Drive workflow optimisation, identify inefficiencies, and lead data-driven improvements with AI/automation opportunities.
• Provide leadership for Quality Assurance frameworks, sampling strategies, and reporting standards.
• Oversee governance, oversight and risk management with KRIs defined for error landscapes.
• Engage with Compliance, CRO and senior leaders to ensure effective risk and remediation oversight.
• Support capability development and coach colleagues involved in remediation activities.

Skills

Operational leadership

Quality assurance

Regulatory risk

Stakeholder management

Data analysis

Education

Degree or equivalent work experience

Job description

U.S. Bank is seeking a Customer Assurance professional to lead end-to-end error management design and governance.

The role focuses on embedding new processes, AI-enabled improvements, and strong QA practices across the organisation to protect customers and ensure regulatory adherence. The position involves collaboration with Compliance, Risk, Legal, and Technology, with a hybrid schedule in Cherrywood or Arklow and a 9-month fixed-term contract.