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Senior Quality Assurance Manager

2 months ago

Bath, Bath and North East Somerset, United Kingdom Hargreaves Lansdown plc Full time

Are you ready to advance your career?

At Hargreaves Lansdown, our mission is to simplify the process of saving and investing for a brighter future. We are eager to welcome talented individuals who are enthusiastic about contributing to our vision.

We understand that not every candidate will meet all the qualifications. If you are passionate about this opportunity and possess most of the required skills, we encourage you to apply. We look forward to connecting with you.

Role Overview

Hargreaves Lansdown is currently seeking a Senior Manager for Quality Assurance to enhance our Client QA team. This team plays a crucial role in providing initial risk assurance over Helpdesk and Operations, ensuring positive client outcomes. The Senior Manager will oversee the team's operations and management, as well as the execution of a risk-oriented quality assurance testing strategy. This position is vital for monitoring client outcomes in alignment with regulatory standards.

Key Responsibilities

Reporting to the Head of Client QA and Business Controls, you will lead a team of Quality Assurance Team Leaders, Specialists, and Technicians, delivering independent quality assurance and constructive feedback across Helpdesk and Operations.

Your responsibilities will include:

  • Shaping quality assurance standards and managing the documentation, frameworks, and standards of the QA team
  • Overseeing the execution of the monthly quality assurance testing plan, balancing resources, capacity, and risk across various testing scenarios
  • Facilitating stakeholder engagement and data collection for effective planning while fostering strong relationships
  • Compiling monthly outcome reports, including Governance Committee dashboards and trend analysis
  • Assessing team performance by evaluating efficiency and quality, and continuously enhancing quality assurance processes through technology
  • Providing expertise on complex cases and promoting personal development within the team
  • Leading projects aimed at improving the overall quality assurance delivery and risk management

Candidate Profile

  • Demonstrated leadership and management experience
  • Experience in first-line risk assurance across all client interaction channels
  • Ability to make informed decisions with a focus on client outcomes and risk implications
  • Skilled in identifying trends and root causes across various testing types
  • Strong regulatory knowledge, particularly regarding FCA Consumer Duty, FCA DISP, CASS, GDPR, and DPA
  • Proven expertise in data management and management information
  • Proficient in creating and presenting high-quality reports for senior stakeholders
  • Experience in financial services regulatory environments, particularly in wealth management or retail banking
  • Effective communicator, capable of presenting findings to diverse stakeholders and adapting communication styles accordingly

Interview Process

The selection process will consist of two stages, including competency-based questions and a presentation.

Work Schedule

This is a permanent, full-time position with a standard workweek of 37.5 hours, Monday to Friday. While we have returned to the office, this role offers a hybrid working arrangement.

Why Choose Hargreaves Lansdown?

As the UK's leading investment platform for private investors, Hargreaves Lansdown has been assisting investors for over 40 years. We pride ourselves on fostering a unique workplace culture characterized by continuous learning, dynamic teamwork, and a strong ethical foundation.

Benefits Include:

  • Discretionary annual bonus and pay review
  • 25 days of holiday plus bank holidays and an additional day for Christmas closure
  • Option to purchase an extra 5 days of holiday
  • Flexible working arrangements, including hybrid options
  • Enhanced parental leave
  • Pension scheme with up to 11% employer contribution
  • Sharesave scheme for a stake in the company's future
  • Income protection and life insurance coverage
  • Private medical insurance
  • Health care cash plans for optical, dental, and outpatient care
  • Confidential support services, including mental health counseling
  • Access to fitness providers and wellness coaching
  • Travel to work schemes with bike storage and shower facilities
  • On-site barista and deli with subsidized refreshments
  • Two paid volunteering days each year

Hargreaves Lansdown is committed to fostering an inclusive workforce that values diversity. We welcome applications from all individuals, regardless of race, religion, gender, sexual orientation, national origin, disability, or age.

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