We are looking for a Quality & Control Analyst to join our new team in Solihull. The successful candidate will ensure that business processes and operating procedures are implemented in accordance to regulatory standards and industry best practice.

Principal accountabilities:

• Ensure that the business processes and operating procedures are implemented in accordance to regulatory standards, industry best practice and applicable L&G Group standards.
• Monitor LGFA’s compliance with the relevant advice and associated policies designed to ensure that LGFA identifies and manages risks appropriately (including T&C arrangements, financial, vulnerable customers, advice standards)
• Provide updates to the Head of First Line Oversight Manager regarding trends and recommending improvements to processes and controls to address any issues.
• Provide Quality Assurance of first line functions to ensure adherence to all relevant policies and procedures.
• Deliver monitoring activity to ensure advice output is consistent with LGFA advice best practice and compliant with all applicable regulation and industry best practice.
• Provide verbal and written feedback to colleagues delivering advice on  adherence to advice standards and customer outcomes
• Act as a technical SME and point of contact to support the resolution of advice related issues.  Work with the 2nd Line Risk Team as required responding to queries from the regulator, assisting in the resolution of complex advice issues or complaints and assessing the impact of regulatory changes. Act as an SME and work with the Sales Complaints Team to support them in the fair and compliant resolution of complex sales complaints as required.
• Treating Customers Fairly (TCF) – Identify risks and issues to the fair treatment of customers on an individual case basis and support the Head of First Line Oversight to identify and respond swiftly to any potential issues of a wider nature.  Act as a role model and customer champion for LGFA to ensure we deliver a great customer experience and robust advice outcomes demonstrates effective management of Conduct Risk.

• Wide experience of quality assurance and control activities designed to identify risks and evidence the delivery of strong customer outcomes.
• Wide experience interpreting and applying regulatory rules to data to assess complaint and fair outcomes.
• Wide experience of providing effective feedback to colleagues and stakeholders to ensure the delivery of good customer outcomes. Experience of delivering trend analysis and process improvement would be an advantage
• Good verbal and written communication skills are required to ensure that the outcomes of assurance activities are documented effectively and appropriate corrective action can be taken.
• Qualified to provide advice on Lifetime Mortgages by having the following qualifications or equivalent:- R01 Regulation & Ethics, CF6 Mortgage Advice, ER1 Equity Release. Working towards Diploma in financial planning a distinct advantage.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.