Quality Assurance Manager; FTC Shawbrook Risk Services & Operational Risk GB

The Risk Services Quality Assurance team is a centralised team responsible for QA activities across the bank, including both Commercial and Retail franchises' pre and post-sales activities.

The Quality Assurance Manager will lead and develop a team of Quality Assurance Analysts, ensuring that the bank's products, services, and operations meet the relevant standards of quality and compliance. Additionally, the manager will ensure that the team performs in accordance with the T&C framework.

Our testing approach is data-driven, utilising systematisation and AI integration. The Quality Assurance Manager will have an open and inquisitive mindset to challenge conventional QA practices by leveraging AI and analysing data to evaluate customer outcomes.

The Quality Assurance Manager will be responsible for facilitating feedback of findings, financial remediation, and account rectification to stakeholders, and agreeing on action plans for improvement. The Quality Assurance Manager will report on the output of testing, present and participate in monthly forums and committees, which include senior stakeholders.

The Quality Assurance Manager will deputise for the Lead QA Manager when required.

• Leadership and Team Management:
  Lead and develop a team of QA Analysts, setting clear performance expectations and providing regular feedback and coaching.
• Data and AI:
  Leverage AI tools and data analytics to enhance team efficiency and generate insights on customer outcomes. Proactively collaborate with stakeholders to design, refine, and optimise QA tools and methodologies.
• Planning:
  Creation and approval of an annual QA plan, monitoring progress to ensure target volumes are achieved through effective resource management.
• Stakeholder Management:
  Facilitate timely feedback of QA findings with internal and external stakeholders, and oversee the resolution of any challenges or disputes.
• Reporting:
  Produce insightful reports detailing poor outcomes, key findings, remediation, rectification, and root causes. Tailor recommendations and reporting to suit the intended audience.
• Engagement:
  Participate in monthly forums and committees across the group, presenting findings and trends from QA testing and contributing to discussions on key topics.
• Continuous improvement:
  Maintain a proactive approach to evolving technologies, AI capabilities, and regulatory changes. Ensure the QA framework remains robust and aligned with business needs and regulatory expectations.

• Minimum 3 years Quality Assurance/Customer Outcome experience.
• Minimum 3 years Collections & Recoveries experience.
• Demonstrate experience in people management.
• Exceptional analytical and problem-solving abilities.
• Experience/knowledge of TCF, CCA, MCOB, & CONC.
• An excellent understanding of Residential and BTL Mortgages, Unsecured Loans and/or Motor Finance.
• A strong understanding of AI technologies and data tools, including their functionalities and how they can be leveraged to enhance productivity.

• Self-starter who is action and results orientated with a strong sense of ownership, planning and execution.
• Excellent verbal and written communication skills, with the ability to be succinct when presenting to senior audiences.
• Developed stakeholder management skills and effective working relationships at all levels.
• Strong initiative and willingness to create new standards and agenda for quality.
• Excellent planning and organisational skills, an ability to work under pressure and to tight deadlines with a strong attention to detail.

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose‑led organisation, with a focus on delivering long‑term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth‑focused businesses to mortgages for professional landlords and property investors, as well as simple loans…