Financial Services Quality Manager

Dixons Carphone / Reporting and Analytics

Job Number: DC-SF04125

Location: Acton

Contract: Full Time / Fixed Term Contract

Description

Financial Services Quality Manager

We’re a nation of tech lovers. And when kit goes wrong, life goes wrong. But not when you’re around. Join Team Knowhow and, with your super helpful service, you’ll own your expertise to help us keep all the important stuff in customers’ lives working – their technology.

So what does it take to be part of our team of experts? Like us, you’ll have a passion for making customers smile by being super helpful and a drive to never stop learning. And how you act will reflect that. With your keen eye for detail, team spirit and can-do attitude, you’ll go the extra mile to show customers and colleagues just how much you care.

Combining data, insight and analysis the our Financial Services Quality Manager will drive compliance and customer experience improvements across a range of regulated products. Directing and managing initiatives that continue to drive a strong culture of FCA quality compliance in the CPW business as well as increasing levels of customer satisfaction will be central to the role.

As the Financial Services Quality Manager this role will focus on multiple channels involving financial products including (but not limited to) insurance, credit, and leasing.  The work will include change management activities to drive improvements in the Quality Assurance operation as well as the end-to-end customer journey.

As well as a great salary, we offer competitive benefits including a pension, 4 weeks’ holiday, store discount and access to a range of subsidised offers.

You will:

  • Develop a ‘Risk-Based’ approach to Quality Assurance (QA) monitoring across all financial services channels and products
  • Coordinate and develop the delivery of daily/weekly Quality Assurance marking
  • Lead on quality improvement activity and work closely with management across all financial services channels as appropriate, ensuring the relevant action plans are delivered and that appropriate action is taken
  • Challenge sales and service teams to deliver compliant and ethical selling and post-sales handling of customers
  • Ensure internal and external stakeholder buy-in to the Quality Assurance programme
  • Work with the FCA Analysis & Continuous Improvement Team to identify trends and process improvement opportunities from QA results.

You will need:

  • Previous experience as a Financial Services Quality Manager within the Consumer Services/FS/Telecommunications industry
  • A background in Statistical analysis; with the ability to interpret and understand complicated data 
  • An understanding of FCA guidelines and principles including Treating Customers Fairly would be advantageous
  • Exemplary stakeholder management and Influencing skills
  • Experience of working in a regulatory environment
  • People management exposure is essential as well as change management skills



Dixons Carphone group is Retail Week’s 2016 Retailer of the Year and Europe’s largest specialist electrical, telecommunications and services retailer. And Team Knowhow is here to keep all that important tech working. Why? Because we want to offer our customers the whole package. Every year there are 8.5 million technology repairs in the U.K. Add this to our £10bn in annual sales, and you can see why it makes sense to be part of the bigger technology lifecycle. We’re aiming to reach even more customers, connect many more wires and create a service that the nation will love.