Compliance & Audit Manager

Role Purpose

The Audit & Quality Manager is responsible for overseeing the quality, accuracy, and regulatory compliance of all vMobility activities. The role ensures that claims handling meets organisational standards, regulatory requirements, and customer expectations by leading the internal audit programme, managing complaints, driving continuous improvement, and ensuring compliance controls are embedded across all departments.

Key Responsibilities

1.    Quality Assurance & Audit

·      Develop and maintain the Claims Quality Assurance (QA) framework.

·      Conduct regular audits of claims files, processes, supplier interactions, and customer communications.

·      Produce detailed audit reports highlighting findings, trends, risks, and improvement opportunities.

·      Monitor adherence to internal policies, service level agreements (SLAs), and regulatory standards.

·      Track and analyse quality performance metrics, sharing insights with senior leadership.

2.    Compliance Oversight

·      Ensure all departments comply with applicable laws, regulations, and industry standards (e.g., FCA, GDPR, insurance standards).

·      Maintain up-to-date knowledge of regulatory changes and communicate impacts to the team.

·      Support the development and implementation of compliance controls and corrective actions.

·      Coordinate with internal teams to manage regulatory audits or reviews.

3.    Complaints Management

·      Lead the end-to-end complaints handling process, ensuring all complaints are logged, investigated, and resolved within required timescales.

·      Ensure responses are fair, consistent, and compliant with regulatory guidelines (e.g., FCA).

·      Conduct root-cause analysis and identify themes and learning opportunities.

·      Report monthly complaint data, trends, and improvement actions to senior managers.

·      Champion a customer-focused culture and ensure complaints learning is fed back into training and process improvements.

4.    Continuous Improvement

·      Identify operational weaknesses or inefficiencies through audit and complaints data.

·      Develop and implement improvement plans in collaboration with Operations leadership.

·      Lead quality-related training and coaching for staff.

·      Support projects focused on system, process, and policy enhancement.

5.    Risk Management

·      Monitor quality and compliance risks within Operations and escalate where required.

·      Maintain risk registers, audit action logs, and track remediation progress.

·      Support incident investigations where quality or compliance failures occur.

6.    Reporting & Communication

·      Prepare regular reports for senior management covering audit outcomes, compliance status, complaint performance, and risk indicators.

·      Communicate clearly and professionally with internal teams, external partners, and customers when required.

Skills & Experience Required

·      Experience in claims handling, quality assurance, audit, or compliance within insurance, mobility, automotive services.

·      Strong understanding of regulatory requirements relevant to the claims environment.

·      Excellent analytical skills with the ability to identify trends, risks, and improvement opportunities.

·      Strong communication, report-writing, and presentation skills.

·      High attention to detail and a methodical approach.

·      Ability to handle sensitive issues, including customer complaints, with professionalism and empathy.

·      Proficiency in quality systems, audit methodologies, and complaint-handling frameworks.

Personal Attributes

·      Integrity and commitment to accuracy and fairness.

·      Customer-centric mindset.

·      Proactive, organised, and able to work independently.

·      Confident decision-maker with strong stakeholder management skills.

·      Continuous improvement mindset.