Quality Control and Procedures Supervisor
Gatehouse Bank plc
Wilmslow, GB
Job Summary To effectively support the implementation and manage the Bank s approach to 1st Line Operational Risk including implementation and monitoring of the Training and Competence Scheme and the mandatory aspects of the Leaning and Development programme. Key responsibilities Support Head of Home Finance Distribution building a best in class 'Go To' team for expertise and embed the culture of 'Right First Time across the Customer and Broker journey. Undertake the required Training and Competence and mandatory aspects of Learning and Development assessments, assessing the suitability of advice and customer outcomes Liaise with Compliance Monitoring, Internal and External Audits in respect of any annual reviews relating to QC. Continuously evaluate and identify training gaps within the Home Finance Distribution teams, recommending changes to procedures and policies. Provide feedback on individual performance objectives and monitor progress. Facilitate reporting and presentation of performance metrics against the controls and service frameworks. Supporting major incident identification, escalation, and resolution. Undertake risk event reviews and analysis root causes analysis and adequacy of actions to address weaknesses. Provide independent assurance of compliance with policies. Liaise (in conjunction with the Customer Governance Manager) with Internal Audit and Compliance Monitoring in respect of any scheduled reviews and follow up actions of updating the relevant Procedures and Processes Monitor and review Customer and Broker complaints and feedback across platforms to assess any trends and link to processes and procedures improvements. Skills required Good working knowledge of Mortgage and Home Finance regulation Good working knowledge of MS Office applications (Excel, Word, PowerPoint as a minimum) Knowledge of UK banking (Customer Service, Credit. Financial Crime, Operations) and risk management & controls principles appropriate to the three lines of defence model Understanding of compliance with group policies including Conduct Risk Ideally hold a Competent Supervisor status About us Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments. Additional Details We offer highly attractive reward package; the typical benefits include: 25 days holiday entitlement increasing with service Pension plan Private medical insurance Dental cover Income protection Life assurance Employee referral bonus Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.