Quality Assurance Lead - Conduct

Thursday 08 January 2026

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

We support flexible working –  for more information on flexible working options

Hybrid Working, Job Share

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.

• 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.

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.

• 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.

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.

• A generous pension contribution of up to 15%
• An annual performance‑related bonus
• Share schemes…