Quality Assurance Monitoring Manager

Are you an experienced Quality Assurance leader with a passion for customer outcomes and continuous improvement?

Do you have expertise in complaints, claims and Section 75, along with the ability to inspire high-performing teams and drive quality across a regulated environment?

If your answer is yes, then keep reading

Who we are.

At Novuna, we care about building a better tomorrow. With a focus on sustainability and a passion for delivering exceptional customer experiences, we provide consumers and businesses with the capital they need to realise their ambitions. Like any successful business, our corporate functions are essential to keeping the organisation running smoothly, with each team playing a key role in helping us achieve our goals and serve our customers.

What you'll do

This is a 12-month secondment opportunity, with the potential for the role to become permanent in the future. Hybrid working model of 1-2 office days per week.

You’ll join our Group Quality Assurance team as a Quality Assurance Monitoring Manager, reporting to the Group Head of Quality Assurance.

This is an exciting leadership role where you'll manage and develop a team of 8 direct reports, ensuring the successful delivery of the Quality Assurance strategy and monitoring framework across Novuna. You'll provide oversight of quality assurance activity, drive consistency in assessment standards, and use insight and analysis to identify trends, risks and opportunities for improvement.

Working closely with stakeholders across Operations, Risk & Compliance and the wider business, you'll play a key role in supporting fair customer outcomes, regulatory compliance and operational excellence.

You'll also:

• Lead, motivate and develop a team of 8 Quality Assurance colleagues, creating a high-performing and engaged team culture.
• Oversee the delivery, quality and consistency of QA assessments, ensuring regulatory, business and customer outcome requirements are effectively monitored.
• Analyse QA results, trends and root causes to provide meaningful insight and recommendations that drive continuous improvement.
• Support the development and enhancement of the QA framework, including sampling methodologies, calibration activities, thematic reviews and governance processes.

What you’ll bring

You're an experienced people leader who is passionate about quality, customer outcomes and developing others to achieve their full potential. You thrive in a collaborative environment and enjoy building strong relationships with stakeholders at all levels of the organisation.

You're able to balance strategic thinking with operational delivery, using data, insight and sound judgement to identify risks, challenge constructively and influence positive change. With a strong understanding of customer journeys and regulatory expectations, you'll help ensure quality assurance remains a valuable and trusted business partner across Novuna.

You'll be a great fit if you:

• Have the skillset to lead and develop teams, with the ability to coach, motivate and inspire high performance.
• Have knowledge of complaints handling, customer claims and Section 75 requirements within a regulated financial services environment.
• Possess a strong understanding of the UK financial services regulatory framework and the importance of delivering fair customer outcomes.
• Are confident analysing data, identifying trends and presenting insight and recommendations to senior stakeholders.
• Can effectively communicate, collaborate and influence across multiple business areas and stakeholder groups.
• Have working knowledge within Quality Assurance, Risk, Compliance, Operational Oversight or Customer Outcome functions.

Our benefits package is designed with flexibility in mind, allowing…