Job Description
This role is an opportunity to join the Operations department, which is at the heart of the provision of service to both our retail customers and authorized dealers who are credit intermediaries for our Financial Services. Given the company is both a Retail Credit Firm and Retail Insurance Intermediary, the role of the Operations Quality Assurance Manager is critical to ensure effective risk management within the Operations Function. The successful candidate will report directly to the Head of Retail Operations. They will be expected to develop, document, and implement an annual quality assurance plan which (a) identifies risk (b) agrees on effective mitigating measures and (c) promotes a culture of customer centricity, continuous improvement, and 'getting it right the first time.' Key Responsibilities The role will include the following responsibilities: Lead the establishment, enhancement, and review of process maps for Operations activities to ensure these remain up to date with regulatory requirements. Undertake risk assessments, ensuring the identification of risks, while conducting rigorous challenges to ensure effective controls/mitigants are put in place. Ensure that the risk framework is effectively applied across Operations. Undertake front-line monitoring of key controls within processes in line with standard operating policies and procedures, ensuring regulatory and customer requirements are met. Document related test scripts and keep them updated in line with changes in processes. Ensure the provision of QA reports/dashboards, providing appropriate commentary on trends and issues arising for Senior Management and relevant governance committees. Develop and lead a plan of continuous improvement of quality management, track and monitor the implementation of corrective measures arising from any issues/incidents, providing assurance that deficiencies have been corrected. Ensure the timely provision of information for input to 2nd line compliance monitoring or internal/external audits specific to retail operations. Ensure the completion of and reporting on actions arising from findings. Lead the input into the Product/Customer Committee in respect of complaints, errors, quality, and risk within operations. Ensure follow-up on any actions arising. Undertake quality training within the retail operations function ensuring a strong understanding and culture of the highest standard of risk management and continuous improvement. Support the implementation and embedding of operational resilience and consumer regulation within the Operations Department. Maintain governance on high risk, including risk registers and the risk articulation process. Key Role Requirements A minimum of 7 years experience within a retail finance operations function, 2 years of which were within a quality/assurance management role As an MCC impacted role, hold a minimum qualification of APA Loans Strong knowledge of retail credit, consumer protection, and conduct regulatory requirements as set down by the Central Bank of Ireland While not essential, ideally have some knowledge of general insurance business Strong interpersonal and communication skills with an ability to deliver on the range of responsibilities through collaboration with colleagues across the business and in presenting to a range of governance committees at a senior level Excellent process orientation with attention to detail and an ability to identify risks and propose or develop effective controls or mitigation strategies An ability to multi-task, organize, and deliver on responsibilities within a busy environment with competing priorities Proven ability as a strong performer and a willingness to make a significant contribution to having customer-centric and compliant end-to-end processes Strong experience in the analysis of data, identifying trends and root causes in respect of incidents Strong user IT skills for MS Office and process mapping through Visio Experienced team player for providing support and guidance to colleagues Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative. BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES. Skills: Operations Quality Assurance Manager Benefits: Work From Home Pension Health Negotiable