Quality Assurance Team Manager
Full Time Permanent
Milton Keynes
Salary from £34,037, 27 Days Holiday, Company Car + So many more benefits
Closing Date: 21st June 2024
About our team:
Customers Operations isn't just one team, we are in fact a number of teams dedicated to supporting around 1.2 million customers every year. From arranging the first direct debit to collecting a vehicle at the end of its contract we put customer needs at the heart of everything we do. It's our job to make sure every interaction is simple and as enjoyable as possible, whether you're a customer or retailer. We do this by embracing new technology, providing clear leadership and developing the talented people who work for us. In fact, over the last year over 250 people received extra training or learned new skills.
What you'll be working on:
This Quality Assurance Team Manager opportunity is a great role for an organised people manager who enjoys working in a fast paced environment with variation in their workload. The Quality Assurance team are experiencing an exciting period of change and are continuing to evolve their scope meaning this role will be ideal for a self-motivated individual that proactively uses initiative and is passionate about customer.
Responsibilities:
- Lead and maximise performance of a team within a fast paced environment through proactively managing underperformance as well as driving high performance in line with succession plans.
- Engaging the team in cultural values and the long term strategic visions of Operational Excellence and the wider VWFS agenda
- Conduct regular 121s and additional coaching/quality time with analysts, identifying development needs and supporting improvements
- Ensure that the team acts compliantly at all times and through all activities
- Driving performance in the team, sharing best practice and knowledge with your direct team and wider peer team to continuously focus on improvements across Customer Operations.
- Work with Operational leadership; prioritise and manage workloads in a fast paced environment and monitor and manage staff absence to support the wellbeing of team members and ensure maximum resource efficiency
- In partnership with HR colleagues, manage localised employee relations cases
- Support the team in operating within the established QA framework guidelines in order to meet goals defined within QA plans and procedures
- Contribute to the development and further improvement of outputs to anticipate the future needs of Customer Experience stakeholders
- Contribute to ensuring that Customer Operations is able to demonstrate compliance to all Regulatory requirements and to highlight deviation from this at the first opportunity in accordance with Financial Conduct Authority (FCA) regulations.
- Actively participate in a culture that adheres to the Consumer Duty principles
- Produce management information / reports to a high standard
- Prioritise and plan in a pressured Regulatory environment
- Participate in cross-site calibrations with external partners where required
Skills and Experience Required:
- Strong people management skills
- Excellent communication skills - with proven ability to communicate and collaborate at all levels, up to and including Senior Management
- Experience of working in a Financial Services Environment with experience of Quality Assurance
- Experience of delivering and driving excellent customer experience.
- Experience of actively managing stakeholders at varying levels and operating within/delivering through cross functional teams
- PC literacy- MS packages and Excel experience in particular
- Ability to demonstrate systematic thought processes and plan and manage own workload/delivery
- Ability to understand and interpret data and management information
- Ability to cope under pressure and meet strict deadlines
- High attention to detail, quality, consistency and accuracy
- Ability to manage multiple tasks and meet demanding deadlines
- Self-motivated, excellent organisational skills and ability to use own initiative
What's in it for you?
We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. Whether that is to become the next leader within our business or to develop your current tool kit of skills, we support many cross-functional opportunities. We want you to achieve at your best and enjoy a successful career with us!
About Volkswagen Financial Services
Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.
Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can
As part of our hybrid working arrangements we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office however flexibility is expected and you can work in the office more if you'd prefer.