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Customer Quality & Assurance Manager - Newport

Full Time
Job Sector:
Administration / Office Work, Financial Services / Insurance, HR / Training
South Wales
Newport & Torfaen
Salary description:
Circa £42, 600 - £48, 300 per annum
Start Date:
Monmouthshire Building Society
Job Ref:

Customer Quality & Assurance Manager

Location: Newport City Centre Head Office

Salary: Circa £42,600 - £48,300 per annum

Closing Date: Thursday 21 June 2018

The primary purpose of the new role of Customer Quality & Assurance Manager, reporting to the Chief Operating Officer, will be to: 

Lead, manage and develop the Customer Quality & Assurance Team, ensuring training and performance levels are in line with policies, procedures and regulation, supporting a customer centric continuous improvement culture.

The keys tasks and responsibilities will include:

  • Leadership of a diverse team of experts to deliver high performance, quality outputs
  • Ensure an appropriate programme of risk-based compliance oversight activity is undertaken, through a combination of independent testing, thematic reviews and analysis of management information
  • Oversee the execution of QA plans and outputs, supporting 1st line function to embed feedback
  • Oversee the consolidation of risk and compliance related reporting within Chief Operating Officer functions, identifying and challenging key themes, before submission to relevant committees
  • Ensure Business Continuity plans, playbooks and collateral are maintained and reviewed in line with Policy
  • Lead expert, providing consultancy support to business areas on compliance and regulatory matters

The successful candidate will have a minimum of 5 years’ experience of leadership in financial services and of leading regulated teams, and will have  a CeMap qualification or equivalent.  Experience of the Building Society Sector would be desirable as would a Training Qualification. 

Monmouthshire Building Society values the diversity that all sections of the community can bring to our Society, we welcome applications from everyone who shares our values.

As a financial services organisation regulated by the PRA and FCA our staff must be honest, financially sound and maintain high levels of competence and capability in their role. Therefore our pre-employment checks include adverse credit checks and criminal records checks (DBS checks) at a basic disclosure level for the majority of roles but at the standard level for certain roles.

To apply for this role, click here or the 'Apply Now' button below.

Company Description

From the most humble of beginnings the Society has grown into a large and highly efficient organisation.

The Society was founded by a group of local businessmen on the evening of Saturday, January 23, 1869. On May 7 that year the Society granted its first loans, £200 to Mr John Hellier of 6 Tunnel Terrace and £150 to Mr James McBean, a bootmaker of 118 Commercial Road.

Since that time the Society has served the people of Newport and surrounding areas through two world wars, two turns of the century and seen Newport grow from a population of 26,000 people and 3,900 properties to its present size. Members of the Society are proud of its past and its valuable contribution to the economic growth of the wide area it serves.

Today the Society provides a range of Savings and Mortgage products to an increasing number of people throughout South Wales. As a local building society we remain active within our community, supporting local causes through sponsorship, and aiding community organisations and charities through our Charitable Foundation.

We are one of 49 remaining building societies within the UK. Building Societies focus on looking after their members and customers without the pressure to return some of the profits to external shareholders. The Directors of the Monmouthshire Building Society believe that this form of corporate status has stood the test of time and is as effective today as it has ever been.

Closing Date:

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