Quality Assurance Manager - Banking Operations

OverviewWho we are

Zempler Bank are proud to be looking for a Quality Assurance Manager based out of the impressive “Spine” building in Liverpool on a full time, permanent and hybrid working basis.

First established in 2004, Zempler Bank are here to make money simpler. We are a “Top 100 Best Companies” employer and Top 25 Financial Services businesses to work for in the UK. Our mission statement, which underpins everything we do, is to provide the UK’s underserved businesses with easy to access and simple to use banking services that helps them succeed.

The Role Is

The Quality Assurance Manager is responsible for leading the design, implementation and continuous improvement of quality assurance frameworks across operational processes. This Quality Assurance Manager role ensures that controls are effective, risks are mitigated, and regulatory and internal standards are consistently met. This Quality Assurance Manager job will provide independent oversight and challenge, drive root cause analysis, and support the business in delivering high quality outcomes for customers and stakeholders.

Key AccountabilitiesQuality Assurance Framework:

Develop and maintain a robust QA framework aligned with regulatory expectations and internal policies.

Define quality metrics, sampling methodologies and reporting standards

Monitoring and Testing:

Lead the execution of quality reviews across operational processes including complaint handling, customer interactions and control activities.

Identify trends, control weaknesses and areas for improvement

Root Cause Analysis and Remediation:

Conduct deep-dive reviews and root cause analysis of quality failures and operational incidents.

Collaborate with business units to implement corrective actions and track remediation progress.

Reporting and Governance:

Produce high quality MI and insights for Operations Control Manager and Senior Management for presenting at governance forums/committees (including regulatory reporting where necessary).

Escalate material issues and risks in a timely and effective manner.

Stakeholder Engagement:

Partner with first-line teams to embed a culture of quality and continuous improvement.

Training and Development:

Deliver training and guidance on quality standards and control expectations to operational teams ensuring consistency of process/QA assessments.

Deputise for Operations Risk Manager and support with elements of their role.

Qualifications and Requirements

Proven experience in quality assurance, operational risk or control functions within a financial services and/or banking environment

Strong understanding of regulatory requirements (FCA, DISP, Consumer Duty).

Excellent analytical, problem solving, influencing and communication skills.

Experience of managing stakeholder relationships

Proficiency in QA tools and reporting platforms (e.g Excel, Power BI or similar)

Strong understanding and awareness of operational risk frameworks and control environments including 3LOD model.

Strong system knowledge and working with multiple applications simultaneously

Continuous improvement approach

Understanding of regulatory expectations governing the support of vulnerable customers

Strong Powerpoint/Microsoft skills to support MI pack production

Attention to detail

Critical Thinking

In Return You''ll Enjoy

Competitive basic salary

Additional benefit allowance representing 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income).

26 days’ holiday increasing each year of service to 33 days

Ability to buy and sell a further 5 days holiday each year

4 x Life Assurance

Pension salary sacrifice

Option for LinkedIn Learning license

Family friendly policies

Regular social activities and team events

Charity Volunteering Day

Free drinks and snacks in the office

Please note before applying - While Zempler Bank actively seeks and welcomes all applicants from a diverse range of backgrounds, we are also unfortunately not able to offer any sponsorship opportunities at this time. To be eligible for this vacancy, all applicants will be required to have permanent (inc. Indefinite Leave to Remain or equivalent) Right-To-Work in UK.

Job Types: Full-time, Permanent

Benefits

Additional leave

Bereavement leave

Canteen

Casual dress

Company events

Company pension

Discounted or free food

Employee discount

Enhanced maternity leave

Enhanced paternity leave

Health and wellbeing programme

Paid volunteer time

Referral programme

Work from home

Ability to commute/relocate:

Liverpool L7 3FA: reliably commute or plan to relocate before starting work (required)

Experience

Quality assurance: 2 years (required)

Financial services or Banking: 2 years (required)

Work authorisation

United Kingdom (required)

Work LocationHybrid remote in Liverpool L7 ..... full job details .....