Business Assurance Manager

The role in a nutshell: Planning for, managing and reporting on TFSUK’s team of Quality Assurance and Outcomes Testing specialists against an regulated backdrop, to support their development, continuous improvement, and to enhance the quality of the customer experience and the good customer outcomes we produce.

A bit about the ‘Department’: Business Assurance is a central function at TFSUK which incorporates Quality Assurance and Outcomes Testing. Together, these teams work closely with front line business areas and Regulatory Assurance (Compliance) to provide assurance to senior management that our business processes and policies are operating effectively. This assurance activity is vital so that TFSUK can evidence the delivery of good customer outcomes, adherence to regulatory requirements and a level of quality and excellence that is befitting of the Toyota brand.

What you’ll be doing:

• Managing, with the support of relevant Team Leaders which report directly into you, the Quality Assurance and Outcomes Testing teams.
• Reporting on assurance activities which test the business policies, service, performance, procedure, quality and regulatory conduct risk.
• Designing, delivering and maintaining appropriate frameworks across the assurance areas ensuring they are relevant to regulatory and business expectations.
• Continually assessing the success of the first line assurance frameworks and activities in meeting their objectives, and recommending changes where required.
• Completing Learning and Development plans, performance reviews and objective setting for the team, holding regular documented meetings and one to ones.
• Working closely with the Training and Competency Manager to ensure development areas across the business are identified and supported on the job.
• Recruiting, training, coaching and motivating Quality Assurance and Outcomes Testing Specialists as required.
• Regularly presenting clear MI to functional and senior management, weekly operational meetings and monthly governance forums, to support prompt and targeted issue identification, escalation, root cause analysis and remediation.
• Regularly reviewing and updating policies and procedures, ensuring these are cross-reviewed as appropriate and approved in line with governance requirements.
• Overseeing regular calibration meetings, ensuring framework alignment across two lines of assurance and a consistent approach to monitoring activity.

Key Experience & Skills:

• Previous leadership/management experience.
• Strong verbal and written communication skills.
• Previous coaching/training experience.
• Proficiencies in Microsoft Office software.
• Presentation skills of a professional nature, with the ability to distil complex and/or abstract information into clear, concise and meaningful storytelling and fact presentation.
• Experience in the supervision of a Quality Assurance and or Outcomes Testing Control function.

Attributes & Behaviours:

• Strong time management and organisational skills, with the ability to multi-task and work to tight deadlines.
• Keen attention to detail.
• Team orientated.
• Outward mindset.
• Flexible and adaptable to change.
• Ability to interact with all role and grades across the business.
• Agility; the ability to switch lens between Quality Assurance (policy and process adherence) and Outcomes Testing, pivoting your approach, whilst retaining a holistic view of these first line assurance methodologies, the sum of their output, and their collective purpose and benefits.

At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:

• Hybrid working pattern is 2 days in the office and 3 days from a location of your choice.
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program
• Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!

Our Recruitment Process

At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.

We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.

When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.

Some examples of how we might be able to help are listed below:

• Providing a copy of interview questions before the interview
• Organising a time and location that best suits you
• Allowing additional time for the assessment and interview

We are happy to review any adjustment on a case-by-case basis to support you to be your best self.