Outcome Testing Manager

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At Close Brothers we look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life.

Join the Close Brothers Motor Finance Team as a Outcome Quality Testing Manager where you will be responsible for supporting the Chief Controls Officer and Senior Retail Quality Assurance Manager in delivering exceptional levels of oversight to the Retail businesses, whilst maintaining compliance with applicable policy, process, and controls.

The Outcomes Testing Manager is a customer focused role and responsible to support, and challenge business areas to drive better outcomes and ensure this approach is engrained in all roles and in all areas of the business.

RESPONSIBILITIES

• To perform and oversee comprehensive end-to-end testing "case studies" that assess customer journeys across various departments, including portions managed by third-party providers, to determine whether positive customer outcomes are being achieved within the current operational processes.
• Conduct detailed analyses to identify patterns, trends, and root causes of both good and poor customer outcomes.
• Provide comprehensive MI (Management Information) and findings to senior leadership, presenting insights at relevant forums and ensuring effective escalation of issues.
• Collaborate with key departments, including customer service, operations, compliance, and product to recommend improvements based on OBT results and enhance overall customer experience.
• Maintain a high understanding of the company’s products, processes, and controls along with regulatory changes to ensure that all actions are appropriate and in keeping with all business requirements and/or regulatory needs.
• Develop and maintain the CoT framework and plan for measuring and testing outcomes, ensuring customers in vulnerable circumstances are included.
• Document findings accurately to enable the testing to be reviewed and also re-performed as necessary.
• Manage and motivate the customer outcomes team fostering a culture of accountability, collaboration, and development.
• Assistance with development of staff, including overseeing training.
• Utilise data to identify and investigate root cause and trend analysis for testing.
• Production of MI and reporting (i.e., Conduct Risk, Customer Forum).

WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:

• Experience in journey testing to ascertain whether customers receive good outcomes within the existing ways of working.
• Excellent understanding of regulatory compliance and risk management.
• Project planning: identifying key milestones and reporting on progress against them.
• A passion for delivering service excellence and a drive to achieve the best outcomes for customers.
• The ability to interpret data, and evidence of utilising data analysis to influence operational decisions.
• Demonstrated the ability to meet deadlines, being self-motivated with excellent time management skills.
• An excellent history of high-quality personal performance and a desire to exceed expectations.
• Conflict handling skills and ability to provide positive but constructive feedback.

IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU HAVE:

• Strong level of product and technical knowledge.
• Experience in an operational based environment.
• Experience of coaching and developing others.
• A history of handling a diverse range of projects/duties simultaneously with constantly changing priorities.
• The ability to liaise with senior business stakeholders up to Exco level.

We are an inclusive organisation and committed to ensuring our recruitment process is as accessible as possible to everyone. We will make adjustments for people who have a disability or long-term condition. If you need the job description or application form in an alternative format or would like to discuss the recruitment process with us, please email us or request a call back.

ABOUT US

Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. At Close Brothers we provide financial support and advice to small businesses and individuals in the UK. Our purpose is to help the people and businesses of Britain thrive over the long term.