SCUK Quality & Assurance Manager - FSBU

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SCUK Quality & Assurance Manager - FSBU

Country:
United Kingdom

The Quality & Assurance Manager is responsible for the delivery of all Line 1 quality and assurance activity across the Financial Support Business Unit (FSBU), ensuring that customer interactions, journeys and outcomes across Collections & Recoveries meet regulatory requirements, policy standards and customer expectations.
The role focuses on the effective execution of the FSBU quality strategy set by the Senior Manager - Strategy, Change & Control, driving measurable improvements in customer outcomes, agent capability and operational performance.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
Line 1 Quality & Assurance Delivery
Own and deliver all Line 1 Quality & Assurance activity across the Financial Support Business Unit, covering the full Collections & Recoveries lifecycle from early identification of financial difficulty through to write-off.

Maintain and operate robust quality frameworks, standards and testing methodologies that provide assurance over:
Policy adherence

Regulatory and Consumer Duty requirements

Fair customer treatment and good customer outcomes

Consistency of decision-making and vulnerability handling.

Ensure assurance activity is risk-based, proportionate and consistent across teams, channels and suppliers.

Outcome Testing, Agent Proficiency & Performance Improvement
Lead the delivery of outcome-based testing in line with Consumer Duty, assessing whether customer interactions and journeys deliver good outcomes, not just technical compliance.

Oversee agent proficiency testing, ensuring agents demonstrate appropriate capability, judgement and application of policy, including the identification and support of vulnerable customers.

Translate quality and assurance findings into clear, actionable insight for FSBU Operational Leaders to support coaching plans, capability uplift and sustained performance improvement.

Track the effectiveness of quality-led interventions and assurance activity to ensure improvements are embedded and repeat issues are reduced.

Customer Journey Assurance, Root Cause & Remediation
Own the quality and assurance view of the end-to-end customer journey across FSBU, identifying pinch points, pain points and areas of potential customer detriment.

Conduct and own root cause analysis arising from quality findings, outcome testing, complaints and assurance activity, identifying systemic drivers across people, process, policy and systems.

Lead and coordinate remediation activity within FSBU where required, ensuring actions are clearly defined, owned and tracked.

Monitor post-remediation outcomes to confirm issues have been resolved and customer outcomes improved.

Line 2 Risk, Compliance & Audit Interface
Act as the primary FSBU Line 1 point of contact for Line 2 Risk and Compliance in relation to quality, assurance and customer outcomes.

Facilitate effective Line 2 oversight by providing timely MI, assurance outputs, evidence and responses to challenge.

Support internal and external audit activity, including the provision of data, evidence and explanations.

Track and manage audit and assurance recommendations, working closely with Strategy & Change to support delivery of agreed actions.

Collaboration, Governance & Team Leadership
Work closely with the Policy, Outcomes & Controls Analyst, providing quality findings, root cause insight and assurance outputs to support control effectiveness assessment and outcomes analysis.

Maintain clear separation of responsibilities:
Quality & Assurance Manager: assurance delivery, testing, root cause and remediation.

Policy, Outcomes & Controls Analyst: outcomes interpretation, control effectiveness and strategic insight.

Lead, manage and develop a team of Quality & Customer Journey Analysts, setting clear objectives, priorities and standards.

Embed a culture of accountability, customer focus and continuous improvement within the quality and assurance function.

Adhering to our commitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection

What we're looking for:

Strong experience in a quality, assurance or operational risk role within a regulated financial services environment, ideally within Collections, Recoveries or Financial Support.

Practical experience delivering Line 1 quality assurance, outcome testing or control testing, including the use of structured sampling and testing methodologies.

Good understanding of regulatory requirements relevant to customer financial difficulty, vulnerability and Consumer Duty, and how these apply in an operational setting.

Experience translating quality and assurance findings into actionable insight to drive…