Quality Assurance Manager - Collections and Recoveries (12 Month FTC)

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world

• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture

• Enjoy finding new and better ways to solve complexity and make things happen

• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups

• Care about society and the environment and want to be part of a business that cares too

• Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities

The Risk Services Quality Assurance team is a centralised team responsible for QA activities across the bank, including both Commercial and Retail franchises' pre and post-sales activities.

The Quality Assurance Manager will lead and develop a team of Quality Assurance Analysts, ensuring that the bank's products, services, and operations meet the relevant standards of quality and compliance. Additionally, the manager will ensure that the team performs in accordance with the T&C framework.

Our testing approach is data-driven, utilising systematisation and AI integration. The Quality Assurance Manager will have an open and inquisitive mindset to challenge conventional QA practices by leveraging AI and analysing data to evaluate customer outcomes.

The Quality Assurance Manager will be responsible for facilitating feedback of findings, financial remediation, and account rectification to stakeholders, and agreeing on action plans for improvement. The Quality Assurance Manager will report on the output of testing, present and participate in monthly forums and committees, which include senior stakeholders.

The Quality Assurance Manager will deputise for the Lead QA Manager when required.

Responsibilities specific to the role include but are not limited to:

• Leadership and Team Management: Lead and develop a team of QA Analysts, setting clear performance expectations and providing regular feedback and coaching.

• Data and AI: Leverage AI tools and data analytics to enhance team efficiency and generate insights on customer outcomes. Proactively collaborate with stakeholders to design, refine, and optimise QA tools and methodologies.

• Planning: Creation and approval of an annual QA plan, monitoring progress to ensure target volumes are achieved through effective resource management.

• Stakeholder Management: Facilitate timely feedback of QA findings with internal and external stakeholders, and oversee the resolution of any challenges or disputes.

• Reporting: Produce insightful reports detailing poor outcomes, key findings, remediation, rectification, and root causes. Tailor recommendations and reporting to suit the intended audience.

• Engagement: Participate in monthly forums and committees across the group, presenting findings and trends from QA testing and contributing to discussions on key topics.

• Continuous improvement: Maintain a proactive approach to evolving technologies, AI capabilities, and regulatory changes. Ensure the QA framework remains robust and aligned with business needs and regulatory expectations.

The Person

• Quality Assurance/Customer Outcome experience.

• Collections & Recoveries experience.

• Demonstrate experience in people management.

• Exceptional analytical and problem-solving abilities.

• Experience/knowledge of TCF, CCA, MCOB, & CONC.

• An excellent understanding of Residential and BTL Mortgages, Unsecured Loans and/or Motor Finance.

• A strong understanding of AI technologies and data tools, including their functionalities and how they can be leveraged to enhance productivity.

Key attributes

• Self-starter who is action and results orientated with a strong sense of ownership, planning and execution.

• Excellent verbal and written communication skills, with the ability to be succinct when presenting to senior audiences.

• Developed stakeholder management skills and effective working relationships at all levels.

• Strong initiative and willingness to create new standards and agenda for quality.

• Excellent planning and organisational skills, an ability to work under pressure and to tight deadlines with a strong attention to detail.

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment

• Free access to Headspace, a mindfulness & meditation digital health app

• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause

• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health

• Cycle to work scheme

• Discounts on gym membership

• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year

• Option to buy or sell holiday days through our flexi-holiday scheme

• Discounts on gym membership nationwide

• Access to discounts on a range of high street and online brands

• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success

• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done