Quality Assurance Team Manager

Job description:

Job Title: Quality Assurance Team Manager 

Contract Type:  9 Fixed Term Contract 

Location: Alderley Park or Edinburgh Waverley 

Working style: Hybrid 50% office/home 

Closing date: Friday 1st May 

We’re offering an exciting 9 month fixed term contract for a Quality Assurance Team Manager to lead and shape the Quality Assurance function across the Chief Operating Office. 

This role is ideal for someone who is passionate about customer outcomes, quality, risk and regulatory excellence, and who enjoys leading people while influencing improvement across operations. You’ll play a key role in providing independent oversight, thematic review activity and quality insight, helping the business protect customers, manage risk and continuously improve how we operate. 

The role offers strong visibility with senior leaders, exposure to cross‑functional work and change activity, and the opportunity to further develop your leadership, regulatory and strategic capability. 

 About the role:   

•  Lead and develop a multi-site team of QA Consultants delivering independent QA assessments and thematic reviews 

• Ensure QA activity is consistent, robust and aligned to QA frameworks, process requirements and regulatory expectations 

• Oversee the production, sign‑off and delivery of high‑quality thematic review reports 

• Maintain strong audit trails, documentation and management information to support transparent oversight 

• Ensure QA activity supports Consumer Duty outcomes, FCA principles and internal policy requirements 

• Evolve QA methodology, reporting and insight to improve consistency, effectiveness and value 

• Analyse QA MI to identify themes, root causes and opportunities to reduce failure demand 

• Work in partnership with operational teams to support process improvement and customer experience 

• Provide QA and operational insight to support business change and readiness activity 

• Coach, develop and inspire QA Consultants to deliver high‑quality, consistent outcomes 

• Set clear objectives, provide regular feedback and support meaningful development plans 

• Act as a trusted QA and regulatory expert for senior leaders, projects and operational teams 

• Support and lead cross‑functional collaboration to improve quality, compliance and customer outcomes 

• Ensure thematic reviews are well‑scoped, risk‑based and aligned to business priorities 

• Represent Quality Assurance in senior forums, projects and internal meetings  

About you 

• Experience leading or coaching teams within Quality Assurance, operational oversight, risk or control environments 

• Strong understanding of FCA regulation, Consumer Duty and risk management frameworks 

• Experience of thematic review activity, QA methodology or structured assurance approaches 

• Confidence working with MI to identify insight and inform improvement 

• Strong written and verbal communication skills, with the ability to present insight clearly 

• Inclusive, values‑led leadership style with a focus on development and engagement 

• Confidence to challenge constructively and influence at all levels 

• Strong planning and prioritisation skills 

• Curiosity‑driven mindset with a focus on continuous improvement 

• Ability to balance pace, quality and risk in a complex environment 

About Royal London 

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.   

Weve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits 

Inclusion, diversity and belonging  

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.