Assurance Lead

We've spent the past few years transforming our Customer Care & Resolution function to set ourselves up for the future, and we're not done yet. This is your chance to play a key role in what's next - working with a talented team, influencing meaningful change, and helping us continue to raise the bar for quality, compliance and customer experience. This is a newly created role where you'll take ownership of our assurance framework, providing quality oversight across customer interactions, lending decisions, documentation, processes and compliance obligations. You'll identify trends, uncover opportunities for improvement, and work closely with leaders to strengthen capability, quality and customer outcomes. What you'll be doing This is a hands-on role that combines quality assurance, compliance validation, coaching and continuous improvement. Own and continuously improve the Customer Care & Resolution Assurance Framework. Conduct quality reviews across customer interactions, credit decisions, documentation and operational processes. Monitor compliance with lending regulations, internal policies and operational standards. Identify risks, control gaps and emerging trends, providing practical recommendations for improvement. Produce assurance reporting and insights for leadership. Support leaders with coaching, calibration and capability development. Partner closely with Customer Care, Operations, Credit, Risk, Compliance and Legal teams. Help drive a culture of accountability, fairness and continuous improvement. What we're looking for We're interested in people who can balance risk, compliance and customer outcomes while building strong relationships across the business. You'll bring: Experience in quality assurance, compliance, operational risk, auditing, collections, customer care, lending or a similar discipline. Strong knowledge of financial services, lending processes or regulated environments. An ability to identify patterns, analyse data and translate findings into practical actions. Confidence influencing stakeholders and providing constructive feedback. A continuous improvement mindset and a passion for quality outcomes. A customer-first approach and sound judgement. Experience with lending legislation, responsible lending obligations and regulatory compliance within financial services will be highly regarded.