Senior Manager - Complaints Quality and Assurance Lead

Overview

We support our clients and members in planning for their futures so they can enjoy the lives they aspire to. We take this responsibility seriously, motivating us to make ethical choices-not only for our clients but also for one another and the wider community. Join Resolutions and take pride in the contributions you make.

About your team Resolutions help Fidelity uphold Integrity and Trust by acting bravely, boldly, curiously, and compassionately, while resolving complaints and offering independent data and insights.

• Leadership & Strategy – Set and deliver the Complaints Quality & Assurance strategy.
• Leadership & Strategy – Lead and develop the QC and QA teams; embed clarity and high standards.
• Leadership & Strategy – Implement the new quality operating model and support the wider restructure.
• Leadership & Strategy – Promote a culture of strong customer outcomes and continuous learning across Resolutions.
• Quality Control & Quality Assurance Frameworks – Own QC and QA methodologies, ensuring regulatory and internal alignment.
• Quality Control & Quality Assurance Frameworks – Ensure effective sampling, scoring, calibration, and feedback processes.
• Quality Control & Quality Assurance Frameworks – Provide independent assurance of complaint outcomes.
• Quality Control & Quality Assurance Frameworks – Maintain consistency through calibration and quality forums.
• Operational Partnership – Work closely with complaint handling teams to improve quality and production.
• Operational Partnership – Identify and address behavioural, capability, or systemic issues.
• Operational Partnership – Embed feedback loops and learning routines into frontline operations.
• Operational Partnership – Support sustainable quality and performance through strong relationships.
• Insights, MI & Reporting – Own quality MI, reporting, and commentary.
• Insights, MI & Reporting – Highlight trends, risks, and systemic issues.
• Insights, MI & Reporting – Present insights and recommendations to senior leaders and governance forums.
• Continuous Improvement & RCA – Contribute to RCA through quality insights and evidence.
• Continuous Improvement & RCA – Support prioritisation and delivery of improvement initiatives.
• Continuous Improvement & RCA – Highlight and address control gaps or design weaknesses.
• Risk, Compliance & Governance – Act as key liaison for Risk, Compliance, and Audit.
• Risk, Compliance & Governance – Chair complaints quality governance meetings.
• Risk, Compliance & Governance – Support representation at conduct or governance committees.
• Risk, Compliance & Governance – Ensure compliance with FCA DISP, TCF, Consumer Duty, and Ombudsman expectations.
• People & Stakeholder Leadership – Build capability and uplift performance across QC and QA.
• People & Stakeholder Leadership – Support delivery of coaching insights and performance management.
• People & Stakeholder Leadership – Foster strong working relationships across Operations, Risk, and Compliance.
• People & Stakeholder Leadership – Role-model collaborative, customer-focused leadership.
• Essential – Senior leadership experience in quality, complaints, or regulated operations.
• Essential – Strong QC/QA knowledge and experience improving quality frameworks.
• Essential – Ability to interpret insights and drive actions.
• Essential – Excellent stakeholder influence and communication skills.
• Essential – Strong risk and control understanding.
• Desirable – Experience in complaints or financial services operations.
• Desirable – Working knowledge of DISP, TCF, Consumer Duty.
• Desirable – Experience contributing to RCA processes.
• Desirable – Good data literacy.
• Skills & Competencies – Customer-focused mindset and strong judgement.
• Skills & Competencies – Constructive challenge and ability to uphold standards.
• Skills & Competencies – Clear, confident communicator.
• Skills & Competencies – Collaborative leadership style.
• Skills & Competencies – Continuous improvement mindset.