About this role
At BCMGlobal Mortgage Services, we're looking for an experienced Quality Manager to lead our Quality Assurance function and help ensure every customer receives the fair outcomes they deserve.
This is a fantastic opportunity for someone passionate about Consumer Duty, customer outcomes and driving positive change. You'll provide independent oversight across our mortgage servicing operations, helping to identify customer harm, improve customer journeys and ensure Consumer Duty principles remain embedded in everything we do.
What You'll Be Doing
- Leading and developing the Quality Assurance team
- Embedding Consumer Duty and customer outcome principles across the business
- Assessing customer interactions and journeys to ensure fair treatment and good customer outcomes
- Identifying actual or potential customer harm and driving improvements
- Conducting quality reviews, thematic assessments and trend analysis
- Providing meaningful insight and assurance to senior leadership and clients
- Influencing operational improvements through data, challenge and evidence-based recommendations
What We're Looking For
Experience in Quality Assurance, Risk, Conduct, Customer Outcomes or Compliance
Strong understanding of Consumer Duty, customer vulnerability and FCA regulations
Experience assessing customer outcomes and identifying customer harm
Financial services experience, ideally within mortgages or lending
Excellent communication and stakeholder management skills
Previous leadership or people management experience
A genuine passion for delivering fair customer outcomes
Why Join BCMGlobal?
We're building a culture where customers, colleagues and continuous improvement come first.
Our benefits include
25 days holiday, with the option to buy more
Pension with up to 5% employer contribution
Life assurance and private healthcare (role dependent)
Discretionary bonus scheme
Wellbeing and volunteering days
If you're passionate about Consumer Duty, protecting customers from harm and driving exceptional customer outcomes, we'd love to hear from you.
Apply today and help shape the future of customer outcomes and quality assurance at BCMGlobal Mortgage Services.