Quality Assurance Officer

Management Level

G

Role Summary

As an FCA regulated business it is essential that we have systems and controls in place to ensure that we are effectively monitoring and maintaining our processes and procedure to ensure regulatory compliance.

This role is pivotal in ensuring that the regulatory requirements have sufficient oversight and where appropriate, necessary remediation and mitigation strategies are being implemented.

This role will provide 2nd line Quality Assurance and monitoring on the written and oral communications delivered on a client portfolio. You will support the Head of Compliance with embedding a culture of risk and compliance, delivery of annual compliance plan and making improvements to policies and processes to deliver good customer outcomes.

What you will be doing

• Support the team with completing monthly QA observations
• Conduct Thematic Reviews in line with FCA's guidance to identify risks, assess regulatory effectiveness, promote best practice and suitable customer outcomes
• PEPs and Sanctions screening and discounting to identify and report high risk customers
• Process DSARs and other data/information requests in accordance with GDPR requirements
• Monitor Compliance Inbox and provide guidance on queries raised alongside maintaining relevant registers
• Maintain AML risk register, and escalate suspected patterns for further investigation
• Support QA officers with quality monitoring and assigning appropriate remediation work to relevant colleagues across operations
• Analyse risk and correctly identify appropriate remedial action to support fair customer outcomes
• Conduct effective root cause analysis to support necessary improvements that feed into various business areas policies and process changes
• Ensure actions are effectively tracked to satisfactory resolution where remediation is required
• Ensure that the Quality Assurance scorecard aligns to the Consumer Duty and other internal/external requirements and delivers good outcomes for customers
• Provide MI to the Head of Compliance on relevant assurance outcomes
• Provide feedback to Team Leaders on the outcomes of the monitoring with clear guidance on the areas of improvement and coaching
• Identify areas of improvement or training with potential solutions.

What we are looking for from you

• A minimum of 2 years’ experience, working within compliance or risk department,
• Subject matter expert in at least one of the following areas: regulated mortgage sales, risk management, FCA Regs (MCOBS, BCOBS, ICOBs..), ICO (GDPR, Breach reporting and handling…), Ofcom
• Experience in communicating effectively and directly to senior and/or exec level people on Compliance matters,
• Must be confident, flexible, independent, and self-motivated,
• Presentable and articulate with the ability to interact with people at all levels,
• A fast learner with the ability to acquire knowledge swiftly, work with the knowledge and pass it on as necessary,
• Able to overcome objections and conflicts, proposing suitable methods of rectification,
• Dependable and trustworthy,
• Adept at building strong relationships, with the ability to ingrate into an existing team,
• Detail orientated with the ability to work methodically,
• Able to prioritize tasks and workload to meet tight deadlines in a frequently changing environment,
• Able to work proactively under your own initiative,
• Adept at solving problems and possess strong analytical skills.

Training & Education (Qualifications/vocational training required)

• Experience within a regulated environment,
• GCSE’s including Maths and English,
• CeMAP or other equivalent qualifications are desirable. (Applicants that do not have these qualifications may be required to gain these in future)

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

Please note any offer of employment is subject to satisfactory pre-employment screening checks. These consist of 5 year activity & GAP verification, DBS or Access NI, Credit, Sanctions & CIFAS checks.