Job Title: Oversight & Controls Manager
Location: Reading / Hybrid
Salary: Competitive
Job type: Permanent, Full time
Guardian was “re-born” with a simple objective….to make life better. It’s at the core of everything we do and we’ve worked hard to turn an idea into an exciting business proposition. We’ve bought together the best capability, technology and people to create a business that challenges conventional thinking, and approaches things differently.
About the role:
The Oversight & Controls Manager reports to the Head of Customer Services and is responsible for:
- Quality Assurance
- Adviser Quality / Due Diligence
- Breach Management
- Complaint Management
- Operational Risk Management/Oversight
The key responsibilities of the role are:
- Ensuring Guardian’s Customer Services proposition for both advisers and customers is delivered
- Managing resources
- Collaborate with peer group to ensure Standard Operating Procedure documents are reviewed and are maintained ad-hoc where changes in process are implemented
- Oversight of adviser quality due diligence submissions
- Oversight of complaint management
- Oversight of Breach management
- Oversee root cause analysis and reporting combining breach and complaint root cause analysis and quality assurance outcomes to continuously drive down breaches/process errors
- Ensure face to face feedback is delivered to Operational areas in conjunction with relevant line manager by Complaints, Breach and Quality Assurance functions
- Oversee Operational risk reviews
- Oversee conduct risk
- Manage performance/attendance issues within team
- Support individual PDP design, implementation, and progress for all Operational staff-supporting content from Complaint, Breach and Quality Assurance outcomes
- Drive efficiency improvements
- Oversee the development and performance team
- Deliver monthly reporting against own responsibilities to Head of Customer Services for inclusion in Exco reporting
- Co-ordinate monthly reporting for Customer Services to the wider business/SFA within agreed deadlines
Who we need?
Key Skills Required:
- Demonstrated people management experience (technical)
- Stakeholder management – Internal and external
- Relationship management demonstrating cross business collaboration
- Conflict resolution – internal and external
- Influencing
- Presentation skills
- Ability to host a value add / productive meeting with outcomes
- Motivation skills – team and individual
- Budget management
- Formulate a business case with clear return on investment opportunities
- Design and deliver ExCo reporting for own area
- Recognise and review business risk
- Ability to recognise when business politics need to be navigated
- Time management
Behaviours Required:
- Accountability & ownership
- Create a culture of professionalism in dealing with customers at all levels
- Communicates clearly & consistently
- Integrity – do the right things even when no-one is watching
- Provide the benchmark for professional behaviour and challenge poor behaviour
- Accessible and visible
- I am trusted
- Being able to view things objectively & pragmatically
- Navigate business politics
- Fosters an environment of diversity and inclusion
- Create a culture which places high value on collaboration and team work
- Identify new and bold ideas to respond to opportunities that lie ahead
- Looking for long-term opportunities that will create positive changes and taking action to make these a reality
- Resilience taking necessary actions and making hard choices to ensure results are delivered
- Ensuring that performance is focused on continually improving outcomes for customers
Compliance:
- Incorporating & ensuring adherence to the FCA’s Treating Customers Fairly’ consumer & conduct risk requirements
- Completion of all mandatory compliance training
Direct Reports:
- Quality Assurance Specialist Analyst x3
- Adviser Quality x2
- Breach Analyst / Complaint handlers x2
Benefits:
This is a fantastic opportunity to develop professionally with great career prospects and a generous benefit package which includes:
- Training
- Support with professional qualifications
- Private Medical Insurance
- Life Cover
- 25 days holiday
- Company pension scheme
- Additional option benefits and staff discounts
Please click on the APPLY button to be directed to the company’s recruitment page.
Candidates with the relevant experience or job titles of; Senior Customer Service Manager, Client Services Manager, Service delivery Manager, Contact Centre Manager, Customer Support Manager, Operations Assistant, Operations Manager, Customer Services Manager, Customer Operations Manager, Quality Manager, Quality Assurance Manager, Quality Assurance, Quality Assurance Lead, Quality Auditor, Continuous Improvement Manager may also be considered for this role.
