Senior Quality Assurance Leader

Executive Manager, Quality Assurance

As the Executive Manager, Quality Assurance, you will lead a Team of Quality Assurance professionals and be responsible for the execution of quality controls and processes. Specifically, this role supports Complaints, Deceased Estates and Fraud & Scams Operations within Customer Solutions.

You will play a key role in supporting the Customer Solution Leadership Team in building strong risk culture, increasing operational teams' capabilities, provisioning of relevant and insightful reporting on results of quality outputs relating to customer experience, business performance and compliance while delivering great customer outcomes.

Responsibilities:

• Provisioning of scheduled insightful reporting to the leadership team on results of quality outcomes relating to customer, performance and compliance.
• Driving excellence in quality services offered and ensuring alignment with Customer Solutions strategies, projects and objectives.
• Maintaining green SLAs, KPIs and productivity outputs. Creating efficiency gains and continued uplifts in quality scored as well as driving incremental removal of manual activity, focusing on process simplification and digitization.
• Agile management of the QA Team which includes cross-skilling and allocation of resources based on needs as well as being responsible for motivating and developing the Team.
• Timely delivery of reviews, impact assessments and feedback on any changes affecting quality controls and quality process execution.
• Partnering with senior stakeholders to actively seek optimisation and simplification opportunities within existing quality processes across Customer Solutions.
• Managing an effective control environment for quality processes which includes monitoring and assessment of the adequacy and strength of those controls.
• Building strong and sustainable cross-functional engagement practices and operating rhythm between the Quality Teams, Customer Solutions Teams, Risk and Compliance Functions and others.
• Partnering with senior stakeholders to educate, uplift and embed strong risk management practices and risk culture.
• Contributing to the development of quality frameworks through delivery of proposals and advice supported by facts and data with clearly defined impacts and benefits.
• Driving alignment in practical quality process execution across processes supported by Quality Centre of Expertise.
• Supporting capability growth and development of the Quality team professionals in helping them achieve their career goals and objectives.
• Promoting the capability of Quality and seeks to gradually expand the service offering.

Qualifications:

- 10+ years of experience in Quality Assurance or similar customer centric Senior Management roles with a financial services organisation.

Key Skills:

• Strong stakeholder management, communication and influencing skills to drive relevant business outcomes.
• Prior experience building and leading high performing teams.
• Relevant tertiary qualifications.
• Strong knowledge of applicable regulatory requirements.
• Experience in development of Quality Assurance frameworks and delivery against them.
• Experience in change management and embedment, project or transformation initiatives.

We offer a range of benefits to support your personal and professional development, including:

• Generous paid and unpaid parental leave for your nominated primary and support carers.
• Continued payment of super contributions while you take all the time you need to get your new family settled.
• A suite of online learning and career planning tools to help you grow and develop in your role.
• Access to some of the best banking, wealth, and insurance benefits in the market.
• Competitive remuneration package.

Inspiring teams and unexpected opportunities await you in this exciting role. Plus, the backing and great benefits from a refreshing employer in Australia.

Join us and discover a fulfilling career that aligns with your values and ambitions.