At a Glance
- Tasks: Lead the development of Customer Assurance practices to enhance customer trust and outcomes.
- Company: Join Leeds Building Society, a purpose-driven organisation focused on home ownership.
- Benefits: Enjoy hybrid working, annual bonuses, generous holiday, and pension contributions.
- Other info: Be part of an inclusive culture that values diversity and personal growth.
- Why this job: Make a real impact by ensuring positive customer experiences and outcomes.
- Qualifications: Strategic thinker with experience in FCA regulated activities and strong leadership skills.
The predicted salary is between 56700 - 69300 £ per year.
How you'll help us live our purpose
We've been helping our members save for their future and buy a home of their own since 1875.
By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.
It's a purpose that drives everything we do and one we're proud of.
And you can play your part by leading the development of Customer Assurance practices across our Customer division, helping us minimise risk, strengthen customer trust and deliver good outcomes across every customer journey.
How you'll make a difference
Reporting into the Head of Customer Risk and Assurance, this lead role is responsible for the design, execution and oversight of our Customer Assurance framework and provides assurance on outcomes at an end-to-end customer journey level, Quality Assurance framework to assess colleague competency, and Quality Assurance governance frameworks ensuring compliance with Consumer Duty, conduct and wider regulatory requirements.
You'll lead a team of specialists and provide guidance and strategic direction to the business'2nd and 3rd line to embed the outcomes testing ensuring strong alignment in assessments and understanding.
What will you bring to the role?
- Strategic thinker that can develop and lead on the assessment of FCA regulated activities (e. g.
Mortgage Advice, Underwriting, Savings and Insurance) across people, process, systems and communications.
- Detailed understanding of FCA Code of Conduct rules, principles for Business, Senior Management Arrangement, Systems and controls, Consumer Duty regulation and Vulnerable Customer guidance.
- Experience of leading and delivering outcomes assessment across the end to end customer journey cycle and quality assurance and colleague competency assessment models.
- Ability to drive, promote and maintain a strong ‘customer outcomes focused' culture across Customer division.
- Strong, visible people leader with an ability to inspire, coach and drive positive engagement and high-performance fostering inclusivity, diversity of thought, experience and culture.
- Trusted and credible leader with an ability to communicate and influence at all levels including senior leadership teams.
- Strong analytical skills combined with the ability to communicate and present complex information to a range of audiences.
And in return, you'll get the best from us
- Hybrid working – 2 days per week in the office (Cobalt or Leeds Head office)
- Annual bonus of up to 15%
- Matched pension contributions up to 10%
- 30 days holiday, plus bank holidays and holiday purchase scheme
- Colleague Mortgage and Saver products
- 2 days' volunteering per year
We'll give you a place to belong with the support to learn, develop and shape a meaningful career.
Why choose Leeds Building Society?
Our business is centred around our people.
Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023.
We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.
You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards.
This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.
- #LI-Hybrid
- #J-18808-Ljbffr
Customer Outcomes Assurance Lead employer: Leeds Building Society
Join a purpose-driven organisation that has been helping individuals achieve home ownership since 1875. As a Financial Operations Control Manager, you'll benefit from a supportive work culture that prioritises employee growth and inclusivity, alongside competitive perks such as hybrid working, an annual bonus, and generous holiday allowances. With a commitment to equal opportunities and a focus on community representation, this is an excellent place to build a meaningful career while making a real difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Outcomes Assurance Lead
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Leeds Building Society. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Customer Outcomes Assurance Lead
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Leeds Building Society.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Leeds Building Society's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Leeds Building Society
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Leeds Building Society.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Leeds Building Society will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Leeds Building Society employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
