Hours:35 hours per week, a flexible working pattern will be consideredSalary:£64,000 Per AnnumClosing Date:Wed, 8 Jan 2025The salary for this role is up to £64,000 PA dependent on skills and experience. If you are passionate about ensuring good outcomes are delivered for our customers; ensuring that we have the right frameworks and oversight in place to deliver first-line assurance; working alongside senior leaders to drive continuous improvements and leading an engaged, customer centric team, this role may be for you!Who Are We?Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.You will be leading the Training & Competence and Customer Outcomes Governance team, responsible for ensuring key assuran
ce frameworks are in place and adhered to. The team responsibilities include: the design and oversight of Training & Competency (T&C) schemes for Financial Advice and the Branch network; the design of the Society’s Quality framework; the provision of management information and reporting for quality assurance; the completion of customer understanding calls and Customer Journey reviews for Financial Advice and the oversight of key Society governance activities for the Customer Outcomes function. The team is circa 14 colleagues and includes a Financial Advice Subject Matter Expert; a Senior T&C Regulation Specialist; Customer Outcome Specialists; a Customer Journey Administrator and QA MI Specialists. This is an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our customers. What’s In It For You?Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;Annual discretionary bonus scheme25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 daysHoliday trading scheme allowing the ability to buy and sell additional annual leave daysMatching employer pension contribution (up to 10% per annum)Colleague mortgage (conditions apply)Salary sacrifice scheme for hybrid & electric carA commitment to training and developmentPrivate medical insurance for all our colleagues3 paid volunteering days per annumDiverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groupsWe care about your health and wellbeing – we provide a range of b
enefits that support this including cycle to work initiative and discounted gym membershipWhat Will You Be Doing?You will be responsible for designing key assurance frameworks, ensuring these are aligned to regulatory requirements and providing assurance over the delivery of good customer outcomes. These include:The Financial Advice and Branch T&C schemes: overseeing the application, escalating any exceptions and providing SME support and challengeThe Society Quality Assurance Framework: working alongside stakeholders within the Money business to ensuring the framework is adhered to and providing quarterly committee reportingThe Framework for Customer Journey Reviews in FA: delivering the reviews in line with the frameworkYou will oversee the provision of key quality MI and reporting, including the building of and maintaining dashboards for stakeholders in both the Money and Home businessesWorking with stakeholders ensuring the reporting and associated system functionality continually evolves to meet changing requirementsEnsuring accurate and timely submission of the FCA T&C return; maintaining a supporting control framework in line with the Society’s Regulatory Returns standardsWhat Do We Need From You?It is essential that you hold a Financial Advice Diploma, and have a clear understanding of the relevant regulation, including T&C.We’re looking for someone who has: Experience in leading a high performing and engaged team, driving quality and performance, within the Financial Advice areaExcellent analytical skills, with the ability to interpret data and communicate findingsStrong stakeholder management and influencing skills, with experience in engaging with Senior LeadershipStrategic thinking and implementationA passion for customer an
d colleague engagement, and delivering good customer outcomesPlease be aware that this role may close early
