We are recruiting for a Quality Team Leader to join our Secured Lender Services team in Bristol.
Your Role
As the Quality Team Leader, you will be responsible for conducting control and assurance reviews to ensure that the operations consistently delivers fair and compliant outcomes for our clients and their customers in accordance with FCA regulations and internal policies. This role involves conducting audits, providing feedback and supporting the Operational Governance Analysts in improving our service quality and compliance. This role manages a small team of Quality Officers.
Responsibilities
- Audits/Control Checks and Reviews: Conduct audits, checks, and reviews of the work carried out by the operational team to assess quality, compliance with regulations/policy documents, and customer outcomes. Ensure all allocated audits are completed within service level agreements.
- Feedback and Actions: Provide feedback and suggested actions to the operational team. Identify trends and proactively escalate them to the operational governance manager.
- Root Cause Analysis: Perform root cause analysis of errors and identify actions to address these issues.
- Support: Assist in the reviewing and updating of control/audit templates/criteria and completing other tasks/projects as they arise.
- Communication: Create and distribute a quarterly Team Blog.
- Quality Audit Calibrations: Participate in quality audit calibrations to ensure alignment in our assurance and controls across the team.
- Overall Quality: Maintain overall quality standards by challenging and auditing internal operations using robust criteria to assess the quality of work with an appropriate focus on customer outcomes.
- Vulnerable Customer Forum: Support in the running of the Vulnerable Customer Forum.
Team Management:
- Leadership: Manage a team of Quality Officers, providing guidance, support, and development opportunities.
- Performance Management: Monitor and evaluate the performance of team members, providing regular feedback and conducting performance reviews.
- Training and Development: Identify training needs and facilitate training sessions to enhance the skills and knowledge of the team.
- Resource Allocation: Ensure effective allocation of resources within the team to meet audit and review targets.
Your Skills and Experience
- Effective record keeping and high levels of accuracy.
- Excellent attention to detail and a conscientious, 'can-do' attitude.
- Client-focused and supportive of team members.
- Strong communication skills and the ability to work collaboratively.
- Basic knowledge of and ability to use common functions of relevant computer applications with appropriate training.
- Demonstrate satisfactory levels of literacy and numeracy.
- Proven experience in team management and leadership.
About TLT
Fast paced, fast growing and forward thinking, TLT is the law firm that helps clients stay one step ahead, and we do the same for our people.
We work with high profile clients in innovative sectors. With local, national and international reach, we have over 1,800 people in offices across the UK and a network of partner firms across Europe, India and the US. TLT was named Law Firm of the Year at the Legal Business Awards 2023. This marks the third year in a row the firm has taken away this accolade in industry awards - having previously been named Law Firm of the Year at The Lawyer Awards in 2021 and the British Legal Awards in 2022.
Our purpose is to protect, prepare and progress our clients for what comes next and it’s essential that we do the same for our people, our planet and our communities too. In our open and collaborative culture, we encourage everyone to be their whole self, to have a voice and to contribute.
Our Benefits
We value our employees highly and we want you to feel valued. You’ll receive a competitive salary with an annual pay review. You will also have access to an extensive range of benefits via our flexible benefits scheme including 25 days holiday (which will increase to 30 days based upon length of service) and private medical insurance.
At TLT we have a progressive fully flexible working approach. We empower our people to work in a place and at a time that meets their needs, those of their clients and of the wider team and firm. Part of this agile approach is a focus on hybrid working and supporting the work/life balance of our people. We’re happy to talk about how flexible working can work for you and this role.
TLT is committed to creating a diverse and inclusive working environment and encourages applications from all suitably qualified people, regardless of disability, race, gender identity, sexual orientation, or any other characteristics protected by the laws in the locations in which we operate.
We welcome applications from people with disabilities and are committed to providing reasonable adjustments, where necessary, to make interviews and jobs more accessible. Should you have any difficulty during the recruitment process, require any reasonable adjustments or an application to Access to work please contact the recruitment team on Recruitment.Operations@TLT.com