Job Description

About The Role

Our Customers are at the heart of everything we do and so the quality of our interactions with them are one of our highest priorities, ensuring we are continually exceeding expectations.

Our Quality Control Team is responsible for completing operational assurance activities across both our Vehicle Finance and Savings operational teams.

What you will do

As Quality Control team Leader You will lead and manage the Quality Control Team responsible for completing operational assurance activity across both the Vehicle Finance and Savings operational functions including the following:

• Employee evaluations - all call, admin and digital service monitoring
• Governance - maintenance and control of operational policy, procedure and process maps
• System assurance and customer communications - checks that the system(s) are operating as expected, letter and documentation is correct
• Operational rigour - ensuring time based activity is actioned, monitoring of exception reporting

The successful candidate will be responsible for setting standards for quality, championing customer focused KPIs and identifying risks within the operational functions. Assurance activity will be delivered within expected timescales with regular reporting provided to key stakeholders to enable appropriate actions to be taken where necessary.

Working under your own initiative, prioritizing your individual and teams workload to meet agreed timescales and quality targets, the role supports the Head of Operations to successfully execute operational assurance activity.

What you will bring

• Experience of working within a quality assurance role
• Leadership experience/people management within financial services is preferred but not essential
• Strong influencing and negotiating skills are essential
• Experience of audit and compliance monitoring activity
• Ability to engage with multiple stakeholders at various levels

How you will be rewarded

Along with a competitive salary, you will also get

• Annual bonus scheme
• Life assurance
• Matched pension contributions
• 25 days annual leave plus bank holidays and your birthday off, on us!
• A wellbeing hour to spend doing whatever makes you happy
• A wide range of flexible benefits from Cycle2Work to healthcare checks
• Free fruit and hot drinks throughout the day
• Paid volunteering days and matched charity fundraising
• Free parking

Everyone is different. Everyone is valued

As part of our vision to become the most trusted specialist lender in the UK, we\'ve been helping customers and businesses fulfil their ambitions since 1952. In that time, we\'ve learned that we\'re more than the sum of our parts. We\'re a strong Group because of our people and our strengths; specialist, expert, ambitious and also diverse. All of our people are different and this is something we celebrate.

Every one of our employees brings unique talent, ability and perspective to their role.

That\'s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we\'re not cast from the same mould. We actively embrace and support diversity, work with leading industry bodies and promote initiatives that reinforce our philosophy of giving you the freedom to be who you are.

We\'re an award-winning bank providing savings accounts and lending services to over one million customers. We\'re Secure Trust Bank Group. We embrace difference.

Notes/Brief for Recruitment Team:

About The Company

Our customers are at the heart of everything we do, but we can\'t achieve our customer focused strategy without the right people in our team.

At Secure Trust Bank, we know that people are our biggest investment, which is why a career with us is not just a job. It\'s the chance to be part of something bigger, to add real value to the Bank and help us constantly improve, in order to achieve our ambition of becoming the best bank in Britain. We believe in giving our staff autonomy, with initiative and exceptional performance recognised through a variety of individual and team awards and incentives. All our employees have a tangible impact on the Group\'s core values, and we are looking for candidates who are enthusiastic, proactive and enjoy working in a fast paced environment. So join us as we strive to Grow, Sustain and Love the way we work.

Secure Trust Bank