Quality Assurance Manager

19 Mar 2017
22 Mar 2017
Contract Type
Full Time
About Barclays

Barclays is a transatlantic consumer, corporate and investment bank offering
products and services across personal, corporate and investment banking,
credit cards and wealth management, with a strong presence in our two home
markets of the UK and the US.

With over 325 years of history and expertise in banking, Barclays operates in
over 40 countries and employs approximately 130,000 people. Barclays moves,
lends, invests and protects money for customers and clients worldwide. Please
visit our website here for more information.

Department Overview

The Recoveries team is a shared service (BUK and BI) working consensually with
financially vulnerable customers after they have defaulted on their facilities
to repay the Bank. Accordingly, the portfolio consists of a wide breadth of
customers and clients ranging from small owner managed business and high net
worth individuals, through to large corporate companies.

The team manage both secured assets (property, Asset and Sales Financing) and
unsecured lending working with suppliers such as lawyers, accountants,
property professionals and Debt Collection Agencies whilst working with the
customer to resolve the issue. ‚Äč

In all situations, our approach is sensitive to the individual circumstances,
ensuring that each case is approached in a fair and transparent manner, in
line with both Barclays Values and the external regulatory expectations.

Overall purpose of role:

The Quality Assurance Manager will play a key role working with the Head of
Recoveries Risk and Controls, the Head of Barclays Business Recoveries and the
wider Recoveries UK Leadership Team in shaping the quality assurance of
customer conduct and experience, the internal controls and regulatory policy
requirements within Recoveries. Being a key part of a team that is responsible
for delivering compliance by undertaking an independent auditing role of the
quality of the Recoveries UK portfolio through the design, maintenance,
sampling and attestation of key controls to ensure compliance with all
operational and regulatory risk requirements .

The role holder will undertake management of all aspects of Quality Assurance
within Operational Risk; including communication and engagement, reporting
business progress and involvement in various business related projects as

Key Accountabilities and Skills required:

The role involves a high level of diversity and complexity and the role holder
will participate in and manage through a number of the activity areas below at
any point in time:

Key specific accountabilities:

Define, build, publicise and maintain a robust Quality Assurance framework
across Recoveries UK Respond as a Subject Matter Expert on all aspects of
Quality Assurance within Operational risk Provide full Quality Assurance
guidance to Recoveries, covering all aspects of Recoveries assurance activity
Maintain independent perspective whilst conducting reviews Deliver training
and coach colleagues in Recoveries as well as providing knowledge sharing,
feedback and evaluation to support team members in their development and
training needs Engage with stakeholders to evaluate, respond to and monitor
operational, regulatory, material risks or risk themes, reducing risk within
customer conduct and experience and challenging where appropriate Provide
leadership to the wider business and deploy strong influencing skills to shape
and develop customer conduct and experience Contribute to thematic reviews,
team reviews, file reviews and other ad-hoc reviews to evaluate compliance
with Recoveries policies and procedures and wider regulation Track and respond
to new financial service industry regulatory changes

Stakeholder management and leadership

Build and sustain successful relationships with senior leaders and
stakeholders (stakeholders will span BBS&R, Group Risk and BIA) Influence
across senior levels of the organisation through regular interactions and
presentation updates on specific topics Understand the expectations of
stakeholders; manage their expectations and communicate frequently Create an
environment to encourage knowledge sharing, asking questions and sharing
viewpoints with colleagues and peers both within and outside of

Decision making and problem solving

Challenge others where appropriate, especially during assessment of risks and
closure of issues and related actions To proactively identify, recommend and
implement initiatives to address gaps in regulation, vulnerabilities or
arrears of non-compliance with published standards Use multiple sources of
information to interpret and solve problems creatively and effectively
Contribute towards strategy, identifying and driving requirements and making
recommendations for change within customer conduct and experience Apply
discretion based on practice / previous experience

Risk and Control Objective

Ensure that all activities and duties are carried out in full compliance with
regulatory requirements, Enterprise Wide Risk Management Framework and
internal Barclays Policies and Policy Standards and that all relevant risk
& control stakeholders have been engaged as appropriate (e.g. data
privacy, information security, compliance, etc.).

Your Skills and Qualifications will include

Ability to multi-task and prioritise across various different activities
Strong organisational skills and extensive knowledge in operational Quality
Assurance Outstanding communication skills, with the ability to communicate
effectively with senior colleagues Proven ability to take on ambiguous tasks,
without the requirement for structure and process, and then deliver with
clear/meaningful output in a style suitable for the intended audience A proven
track record of delivery and value creation Self-motivated, with ability to
take initiative and work with limited supervision Flexible, team player,
willingness to learn and assist other team members as necessary Expert MS
Word, Excel, and PowerPoint skills Deep understanding of regulatory risk
management, customer conduct and experience, quality assurance, operational
risk management and governance framework

Managerial experience

The role has no direct managerial responsibilities. The individual will be a
senior member of a highly motivated team and required to maintain excellent
relationships across BBS&R to ensure achievement of business goals. T he
individual requires both influencing and negotiating skills as well as
experience of working as part of a senior management team or management

The role holder has responsibility for leading on Recoveries UK representation
on key regulatory risk and customer conduct and experience committees. The
role holder will also provide adhoc, general and project support to the Head
of Recoveries Risk and Controls as well as the Head of Barclays Business
Recoveries UK in line with the management and strategic agenda as required
including, but not limited to, monthly business reporting, weekly updates and
deep dive preparation together with other presentational support as required.

Academic and professional qualifications

The ideal candidate will have a successful track record working in a financial
services institution and practical understanding of relevant regulatory
environment with working knowledge of the CONC, the LSB Standards of Lending
Practice along with other regulation that supports customer conduct and

Personal attributes

The successful candidate will be an action-orientated, proactive individual
and a structured thinker with the ability to multi-task in a high pressure
environment. The ideal candidate will demonstrate extensive knowledge of
recoveries, quality assurance, regulation, analysis, consulting, influencing
and presentation skills. With an ability to communicate with senior leaders
and demonstrate effective conflict management skills.

The Benefits: Our customers deserve the best. The same goes for our employees.
That's why at Barclays you'll receive a range of benefits that include a
competitive salary and all the tools, technology and support you need to

Our Culture: Everything we do is shaped by the five values of Respect,
Integrity, Service, Excellence and Stewardship. The values inform the
foundations of our relationships with customers and clients, but they also
shape how we measure and reward the performance of our employees. Simply put,
success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate
professional and personal lives, if you have a need for flexibility then
please discuss this with the hiring manager.

Barclays is an equal opportunity employer and are opposed to discrimination on
any grounds.For more detailed information, please visit our dedicated
Diversity and Inclusion site here .

Salary: . Date posted: 11/02/2017