Who we are

Zempler Bank are proud to be looking for a Quality Assurance Manager based out of the impressive “Spine” building in Liverpool on a full time, permanent and hybrid working basis.

First established in 2004, Zempler Bank are here to make money simpler. We are a “Top 100 Best Companies” employer & Top 25 Financial Services businesses to work for in the UK. Our mission statement, which underpins everything we do, is to provide the UK’s underserved businesses with easy to access and simple to use banking services that helps them succeed.

The Role Is

The Quality Assurance Manager is responsible for leading the design, implementation and continuous improvement of quality assurance frameworks across operational processes. This Quality Assurance Manager role ensures that controls are effective, risks are mitigated, and regulatory and internal standards are consistently met. This Quality Assurance Manager job will provide independent oversight and challenge, drive root cause analysis, and support the business in delivering high quality outcomes for customers and stakeholders. 

Key Accountabilities Include

Quality Assurance Framework:

• Develop and maintain a robust QA framework aligned with regulatory expectations and internal policies.

• Define quality metrics, sampling methodologies and reporting standards

Monitoring & Testing:

• Lead the execution of quality reviews across operational processes including complaint handling, customer interactions and control activities.

• Identify trends, control weaknesses and areas for improvement

Root Cause Analysis & Remediation:

• Conduct deep-dive reviews and root cause analysis of quality failures and operational incidents.

• Collaborate with business units to implement corrective actions and track remediation progress.

Reporting & Governance:

• Produce high quality MI and insights for Operations Control Manager and Senior Management for presenting at governance forums/committees (including regulatory reporting where necessary).

• Escalate material issues and risks in a timely and effective manner.

Stakeholder Engagement:

• Partner with first-line teams to embed a culture of quality and continuous improvement.

Training & Development:

• Deliver training and guidance on quality standards and control expectations to operational teams ensuring consistency of process/QA assessments.

• Deputise for Operations Risk Manager and support with elements of their role.

You'll Need To Have

• Proven experience in quality assurance, operational risk or control functions within a financial services and/or banking environment 

• Strong understanding of regulatory requirements (FCA, DISP, Consumer Duty).

• Excellent analytical, problem solving, influencing and communication skills.

• Experience of managing stakeholder relationships

• Proficiency in QA tools and reporting platforms (e.g Excel, Power BI or similar)

• Strong understanding and awareness of operational risk frameworks and control environments including 3LOD model.

• Strong system knowledge and working with multiple applications simultaneously

• Continuous improvement approach

• Understanding of regulatory expectations governing the support of vulnerable customers

• Strong Powerpoint/Microsoft skills to support MI pack production

• Attention to detail

• Critical Thinking

In Return You'll Enjoy

· Competitive basic salary

· Additional benefit allowance representing 7.5% of your annual salary allowing you the flexibility to decide your own benefits (or simply absorb this into your monthly income).

· 26 days’ holiday increasing each year of service to 33 days

· Ability to buy and sell a further 5 days holiday each year

· 4 x Life Assurance

· Pension salary sacrifice

· Option for LinkedIn Learning license

· Family friendly policies

· Regular social activities and team events

· Charity Volunteering Day

· Free drinks and snacks in the office

Zempler Bank is an equal opportunity employer. Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Please note before applying - Whilst Zempler Bank actively seeks and welcomes all applicants from a diverse range of backgrounds, we are also unfortunately not able to offer any sponsorship opportunities at this time. To be eligible for this vacancy, all applicants will be required to have permanent (inc. Indefinite Leave to Remain or equivalent) Right-To-Work in UK.