FCA Quality Assurance Team Manager

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

This role will lead and support a FCA Quality Assurance team, instilling a strong compliance led, customer centric approach to auditing customer interactions and journeys. You will be at the core of the team protecting our business and our customers by ensuring all interactions meet Three’s high standards.

You will be responsible for conducting regular quality and compliance monitoring of your team’s audits, to ensure your team are meeting regulatory standards and identify areas of improvement. You will work with your team to make sure they consistently meet the pre-defined monthly quota for audits, calibrations and reporting. Developing efficient ways of working to give clear accountability to your team and making all targets achievable. You will coach and support your team to achieve their personal, professional and performance goals. You will have the opportunity to support effective change, through continuous identification and implementation of operational best practices.

There will be a requirement to work across multiple channels of customer interaction to ensure all customer outcomes are fair and compliant. Developing a large stakeholder network along the way to support the business in implementing improvements were required to address compliance or customer experience issues.

You will join an established QA function, made up of different teams and providing you with a great support network from the outset.

In addition to our key regulatory monitoring for our FCA regulated products, you will also manage the reviews of our customer conversations, and monitoring against our wider regulatory obligations. Ultimately you will ensure all regulatory requirements are always met including the accurate use of the FCA compliance framework within your team.

Please note some periodic travel to Reading and India may be required as part of this role.

What you will be doing in the role.

• Manage daily operational duties and KPIs of the team always ensuring the quality audits are completed to a high standard and on schedule.
• Work closely with our wide network of internal stakeholders to drive improvements and communicate the findings from our teams.
• Deliver performance improvement.
• Reporting and insight.
• Inspiring, motivating and challenging your team to become high performing auditors.
• Manage the training and development needs of the team to ensure competency in their role.
• Coaching and development.
• Team Administration Duties (such as holiday management, absence etc).
• Contribute to the overarching QA strategy as an SME in your area.
• Ensure our outsourced partners are calibrated and maintaining compliance to FCA regulations.

The type of person we are looking for.

• Prior experience in managing a similar function, ideally within a QA/regulatory environment.
• Strong people leader with the ability to organise and manage a compliance led team.
• Motivated by the development of people, being fully inclusive in identifying potential and talent in others (enabling and empowering others to grow).
• Desire to put the customer (internal and external) at the heart of everything that you do. Understands how to coach on customer centricity and compliance.
• Creating reporting to highlight compliance against regulatory obligations and areas that require improvement.
• Experience in working as part of a wider team to contribute to shared goals and objectives.

What you'll receive in return…

• A performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
• Hybrid working between your home (2-3 days a week) and our Glasgow office (2-3 days a week).
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
• Private Medical Insurance, Life Assurance and Income Protection.
• Free mobile phone package & unlimited sim-card.
• .... Plus lots more including wellbeing and learning & development benefits!

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.