Архив
HEAD OF QUALITY ASSURANCE
About the company:
Our client is a major bank in Russia.
Job description:
This role reports to the Business Risks Director and Assurance Director in Europe HQ. The role is thereto ensure the service adopts a robust framework for delivering and assuring quality throughout the organisation; to drive performance improvement initiatives from a quality perspective (in collaboration with casework management); and to oversee the service review function of the business. The following is by no means comprehensive but some of the key tasks are as follows:
? Lead the development and implementation of quality strategy, policy and procedures to match the needs of the business and its customers
? Lead the ongoing development of the quality assurance framework ensuring engagement and compliance of casework managers.
? Attend and contribute to the quality board sub-committee (in support of the Business Planning and Assurance Director)
? Lead the agenda for additional audit activity.
? Oversee the service review function ensuring delivery against service standards.
? Liaise with independent assessor about his review of cases and proposed comments/recommendations; implement recommendations where agreed.
? Ongoing development of the function and staff, with particular attention to ensuring they are seen as credible to casework.
Who we are looking for:
The successful candidate will:
? have proven experience in managing a team/department
? be able to demonstrate strong leadership qualities and
? Will have proven experience in internal/external audit, managing quality and/or complaint handling in a Financial Service environment
? Sarbanes Oxley experience
? Experience of Risk Management or Business Continuity
* ACCA qualified or equivalent with a preference for big four training
? be able to communicate at all levels within the organisation and show resilience under pressure
? be able to feedback and influence at at senior management level
? be able to maintain the team’s motivation when the resilience of individuals may be tested
? be committed to customer service/quality/complaint handling
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