Portfolio Jobs

About Allica bank

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Department Description

Operations is the heart of Allica Bank. The team performs a wide range of crucial functions including Know Your Customer and Know Your Business activity for new customers, Lending Operations, Current Account servicing, multi-channel front line customer service, payment processing in and out of the bank, and bank account reconciliations. It’s a very fast-moving environment where no two days are the same and where roles evolve and grow week by week.

Role Description

The Operational Assurance and Quality Control Manager oversees a team that ensures the management of risk, operational process quality, and efficiency while acting at all times in the best interest of customers, colleagues, and other key stakeholders. The Operational Assurance team consists of three key functions: QA/QC, Procedure Governance, and Training. Day to day, the role is responsible for 1st Line Operational Assurance across key operational activities, ensuring adherence to the documented process and appropriate levels of customer service and interaction in accordance with Treating Customers Fairly, the FCA’s Conduct of Business Handbooks and other applicable rules and guidance. There is scope to modernise and use technology to support this activity, which is underway and overseeing the implementation of this will be revolutionary for the team.

The role works closely with colleagues across Operations and other Bank functions to ensure end-to-end coverage of processes and with a strong working and collaborative working relationship required with the 2nd Line Risk and Compliance colleagues.

This Operational Assurance team also includes a growing training team, and the successful candidate will have the opportunity to drive value from this, as well as supporting career progression / colleague journeys across the team.

As Allica grows, this role has the opportunity to grow, too – taking in new scope from other teams and adding more value to a fast-paced and exciting business.

Principal Accountabilities

• Procedure Governance: Establishing and maintaining comprehensive governance frameworks for operational procedures, ensuring all processes are documented, up-to-date, and compliant with legal and regulatory requirements.
• Quality Assurance and Control: Designing and executing QA/QC programs to assess the effectiveness of operational processes, identifying areas for improvement, and implementing corrective actions.
• Training Coordination: Developing and delivering training programs to ensure all staff are knowledgeable about operational procedures, quality standards, and compliance requirements.
• Stakeholder Collaboration: Working closely with other departments to align quality control initiatives with broader business goals and ensuring effective communication of quality standards and procedures.
• Responsible for an operational assurance and control framework.
• Support the operational forecasting and demand management processes to support the delivery of operational capacity and capability to meet operational and customer objectives.
• Work closely with all projects delivering change into the Bank to identify and address relevant operational risk and assurance issues.
• Drive the implementation of new technology to optimise how the OAQC team operates.
• Effective and engaging team leadership; including recruitment, training and development and performance management.

Personal Attributes & Experience

• Experience with both front and back office operations as well as customer call centres.
• Proficient in change management processes, methods, and procedures.
• Demonstrated ability to develop and implement strategies for identifying and mitigating operational risks.
• Expertise in enhancing customer experiences across various customer channels.
• Skilled in creating and refining operational assurance and control frameworks to boost. colleague performance and operational efficiency while minimising operational risks and potential losses.
• Background in process improvement, preferably within a high-growth environment.
• Strong focus on root cause analysis with a proven track record of driving improvements.
• Passionate about training and developing colleagues.
• Have confidence, creditability and highly developed interpersonal skills with a ‘can-do’ attitude.
• Be able to bring people together in a constructive and collaborative way by emphasising a common risk and assurance vision.
• Be a clear and independent thinker, logical, analytical and structured in approach to all business issues.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

• Full onboarding support and continued development opportunities
• Options for flexible working
• Regular social activities
• 25 days holiday – with the option to Buy/Sell
• Pension contributions
• Discretionary bonus scheme
• Private health cover (with the option to add family members)
• Life assurance
• Income Protection
• Family friendly policies including enhanced Maternity & Paternity leave
• Season ticket loans

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you!

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like