Outcome Testing Manager

Job title:

Outcome Testing Manager

Company

Close Brothers Group

Job description

OVERALL SUMMARYAt 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 controlsThe Outcomes Testing Manager is a customer focussed 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, process 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 at or request a call back.ABOUT USClose 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.To find out more about Close Brothers, please visit our careers page:To find out more about life at Close Brothers:To find out more about our benefits:To find out more about our commitment to creating an inclusive environment:At Close Brothers Group, we are all connected by our mission to be the best place in the UK for wealth professionals and their clients.We believe that everyone should think ahead, have a financial plan and invest wisely. Our clients are professionals, business owners, individuals, charities, families, and employers, who rely on our clear financial advice and investment management services to preserve and grow their long-term savings and investments.We are a team of about 900 people based in 15 offices across the UK. Our geographic footprint means we can combine a local approach with face-to-face services to enable strong, long-term relationships with our clients.Sustainability is fundamental to our purpose and we have a responsibility to help address the social, economic and environmental challenges facing our business, colleagues and clients. We strive to do the right thing and are dedicated to helping the charities that matter most to our people.Our vision is to develop an open and inclusive company that ensures everyone is valued, respected and included, so that in years to come our business will represent a diverse and inclusive workforce from the top down.We look to recruit individuals from all different backgrounds. If this job is of interest to you but you do not meet every criteria then we encourage you still to apply as we are open to providing training opportunities. As an early adopter of hybrid working we are open to discussing all types of flexible working options, helping you to balance your work and home life.

Expected salary

Location

Wimbledon, South West London

Job date

Fri, 21 Feb 2025 05:52:58 GMT

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