Service Delivery Assurance Manager

Working in our dynamic successful Sales Operations team there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.

Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

This is a 12-month FTC.

This role is field based and requires travel between Cardiff, London, and Manchester.

What you will be doing

As our Service Delivery Assurance Manager, you will take a strategic view of service delivery across our Commercial function, leading a team of four colleagues based across multiple locations. You will be responsible for driving high standards of service delivery, identifying opportunities to improve customer outcomes, operational efficiency and consistency, while ensuring your team remains aligned and engaged. By building strong relationships across the business and spending time with teams in different locations, you'll develop a deep understanding of how we operate and use those insights to drive meaningful change. You'll bring fresh thinking, challenge existing ways of working and lead improvements across our people, processes, systems and controls to strengthen service performance and support our wider business objectives.

• Manage and develop a geographically dispersed team of four, driving performance, accountability and consistency in service delivery assurance across all locations.
• Travel across office locations to understand operational processes, challenges and opportunities firsthand, being a visible Senior Leader within the business and advocate for continually improving our service delivery.
• Partner with stakeholders across the business to influence and implement positive change.
• Identify trends, risks and improvement opportunities across the customer journey recommending changes to systems, processes or the way in which we work to deliver good customer outcomes.
• Drive continuous improvement initiatives that enhance customer and colleague experiences and deliver tangible benefits from the assurance oversight.
• Challenge existing processes and introduce innovative, practical solutions for assurance and oversight.
• Use data, technology and AI-driven opportunities to improve quality assurance, reporting and operational effectiveness.

• Review assurance outcomes and operational insights to identify areas for enhancement to training delivery, systems and processes to improve service experience.
• Promote consistency, efficiency and best practice across teams and functions.
• Drive the development, evolution and implementation of service delivery assurance frameworks and controls in an ever-changing AI environment.
• Ensure processes remain aligned with regulatory requirements and internal standards and deliver improvements to outcomes testing approach.

What we are looking for

We're looking for an experienced assurance, operational excellence or service delivery professional who enjoys taking a broad view of how a business operates. You'll be someone who builds strong relationships, gains credibility quickly and has the confidence to challenge constructively and influence and deliver change. You'll bring energy, presence and fresh ideas, using insight, technology and continuous improvement principles to help the business operate more effectively and continually improve the service experience.

• Previous experience in Service Delivery Assurance, Quality Assurance, Operational Excellence, Risk, Continuous Improvement or Operational Oversight within a regulated environment.
• Strong understanding of mortgage lending, specialist lending or wider financial services operations.
• Experience identifying and implementing process improvements across operational environments.
• Ability to assess end-to-end customer journeys and operational processes from a strategic perspective.
• Experience using data, technology and AI to drive business improvements.
• Knowledge of AI, automation or emerging technologies and how they can be applied to improve processes, efficiency and quality assurance reviews, oversight and reporting.
• Strong stakeholder management and influencing skills, with the ability to engage at all levels.
• Reporting directly to the Director of Sales Operations, this role will / may require attendance at committees
•  Comfortable travelling between locations to build relationships and understand operational delivery and effective assurance and oversight models.
• A proactive, innovative mindset with the confidence to challenge established ways of working.
• Strong understanding of FCA regulation, customer outcomes and operational risk management.
• Proficient in Microsoft Office applications, including Excel, PowerPoint and Word.

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home and office working with flexible working arrangements
• Opportunities to develop your career within the wider firm
• 25 days’ holiday & bank holidays plus birthday off
• Single Private Medical Insurance cover with BUPA
• Personal pension scheme with generous, matched company contributions

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.