Standards Assurance Manager; P-2984095477 & P

Join the Money and Pensions Service (MaPS) as a Standards Assurance Manager within our Customer Design, Improvement and Quality Directorate.

This is an opportunity to play a key role in how MaPS assures Standards compliance of its Money and Pensions guidance services across a diverse range of customer journeys and delivery models.

We are looking for someone with a strong understanding of money and pensions guidance services and practical experience within standards assurance, quality assurance or regulatory compliance. You will act as a subject matter expert for Standards Assurance, combining operational understanding, analytical capability and strong stakeholder management skills to help ensure our services consistently deliver against the MaPS Standards and achieve positive outcomes for customers.

A particular focus of this role will be the assurance of customer-facing digital services and journeys, including websites, online tools and dashboards. You do not need to be a technical digital or software specialist, however, you will need to understand how customer journeys operate across digital channels and be able to develop, adapt and apply proportionate assurance approaches where traditional assessment methodologies may not be appropriate.

The role operates within second-line and third-line assurance and does not deliver first-line quality assurance.

The role

Key Responsibilities:

Standards Assurance Delivery

• Apply Standards Assurance Model methodologies within assigned areas
• Deliver risk-based sampling, testing and control assessment activity
• Ensure consistent application of MaPS Standards across services and delivery partners
• Provide informed challenge to service teams based on assurance findings and evidence
• Play a central role in performance management of service outcomes through analysis of standards assurance outputs, data and insight, driving accountability and improvement actions
• Conduct regular reviews of performance data, preparation for and participation in structured performance forums, and follow-up tracking of agreed actions
• Investigate compliance issues, performance concerns and process breakdowns, and support escalation and resolution in line with defined governance
• Lead the performance management of Standards compliance and work in partnership with Customer Experience teams to ensure VoC and insight informs assurance activity, without direct performance ownership
• Support performance discussions on service outcomes through assurance outputs and defined performance frameworks.
• Develop and adapt assurance methodologies to reflect different delivery models, recognising that established approaches may need to operate differently across digital and other non-traditional customer journeys.
• Support the transition of new or adapted assurance methodologies into sustainable business-as-usual activity, including appropriate monitoring, governance, evidence and reporting arrangements.
• Maintain awareness of how customer journeys operate across channels including telephony, face-to-face, webchat and digital services, applying assurance approaches proportionately to the characteristics and risks of each.

Key accountabilities

Insight, MI and Evidence

• Produce assurance outputs, MI and insight to support decision making
• Identify themes, risks and opportunities from assurance activity
• Support development of clear, evidence-based findings and recommendations
• Contribute to creation of defensible evidence for regulatory and audit purposes
• Support and drive improvement activity based on assurance findings
  
  Track actions and support validation of outcomes
• Feed insight into wider standards assurance development and continuous improvement cycles

Design & Implementation Assurance

• Sup…