Quality Assurance Senior Manager

2 weeks ago

Bristol, United Kingdom Hargreaves Lansdown plc Full time

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at HL.

We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you

About the role

Hargreaves Lansdown (HL) are currently recruiting for a Quality Assurance (QA) Senior Manager to join the Client QA team. The QA team provides first line risk assurance over Helpdesk and Operations ensuring the delivery of good client outcomes. The Senior Manager has overall responsibility for the operation and management of the team as well as delivery of a risk-based quality assurance testing plan. This is a key regulatory role which supports the monitoring of client outcomes against Consumer Duty.

What you'll be doing

You'll be reporting to the Head of Client QA and Business Controls. As a Senior Manager in the QA & Business Controls team, you'll be responsible for managing the team of Quality Assurance TL/Specialists/Technicians providing independent quality assurance and challenge to teams across Helpdesk and Operations.

The role's responsibilities include:

  • Influencing the design of quality assurance standards and managing the maintenance of the QA team's documentation, frameworks and standards
  • Monitoring and managing the completion of the monthly quality assurance test plan balancing resource, capacity and risk across point in time, client journey and risk based thematic testing
  • Coordinating stakeholder engagement and data collection for planning purposes whilst supporting the team to build the right relationships with the right people in the right way
  • Monthly reporting of outcomes including Governance Committee dashboards and business area reporting of trends and breaches
  • Evaluating performance in the team through checking efficiency and quality and continuously striving to improve quality assurance processes and leveraging the use of technology
  • Providing guidance on complex cases / best practice and championing personal development
  • Owning and supporting projects to improve the overall delivery and risk management of Quality Assurance

About you

  • Proven leadership and line management experience
  • 1st line risk assurance experience covering all client contact channels (phone, email,mchat) and regulated complaints
  • Able to make decisions effectively considering client outcome and risk impacts
  • Ability to identify trends/root cause across testing types and business areas
  • Sound regulatory knowledge and understanding of HL's regulatory environment in particular FCA Consumer Duty, FCA DISP, CASS, GDPR & DPA
  • Proven experience in data management and MI
  • Proficiency in producing and presenting high quality reports and governance dashboards for senior stakeholders/committees
  • Experience of working within and having a thorough understanding of financial services regulatory environments in particular wealth, investment & pensions management or retail banking
  • An effective and engaging communicator, able to present and feedback findings to a range of stakeholders, adapting your style to suit your audience

Interview process

This will be a two-stage interview process, including competency-based questions and a presentation.

Working Schedule

The role is based in our Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we offer a hybrid flexible working pattern.

Why us?

Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

  • Discretionary annual bonus* and annual pay review
  • 25 days* holiday plus bank holidays and 1-day additional Christmas closure
  • Option to purchase an additional 5 days holiday**
  • Flexible working options available, including hybrid working
  • Enhanced parental leave
  • Pension scheme up to 11% employer contribution
  • Sharesave scheme - have a real stake in HL's future
  • Income Protection and Life insurance (4 x salary core level of cover)
  • Private medical insurance*
  • Health care cash plans - including optical, dental, and outpatient care
  • Help@hand - confidential support including mental health counselling and remote GP
  • Wellhub - unlimited access to fitness providers and wellness coach sessions
  • Variety of travel to work schemes with bike storage and shower facilities
  • Inhouse barista and deli serving subsidised coffee and sandwiches
  • Two paid volunteering days per year

*dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.

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