Colleague Assurance Manager

Job Title: Colleague Assurance Manager

Location: Leicester or Bexhill (hybrid)

Welcome to Hastings Direct

We’re a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We’ve made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We’re proud of the journey we’re on as a company and know that our continued success will rely on the contribution of our talented colleagues.

We provide insurance for over four million customers, but we know there’s even bigger opportunity out there. The fact you’re now reading this job advert means we’ve tempted you to find out more about #lifeatHD – we really hope you like what you see, and you’ll join us to share in the success of the exciting chapter that lies ahead.

We understand some people may not apply for jobs unless they feel they tick every box. If you’re excited about joining us and think you have some of what we’re looking for, even if you’re not 100% sure we would love to hear from you.

Role overview

As our Colleague Assurance Manager, you’ll be leading our Hastings Colleague Assurance capability, providing clear assurance leadership and credible challenge that gives the business confidence in colleague assessment standards, customer outcomes and emerging risk visibility.

You’ll lead the Colleague Assurance team and own the effective operation of colleague assurance governance and controls across customer-facing operations. You’ll also be setting assurance priorities, shaping how colleague assurance is targeted and governed as we reshape our Quality Assurance model and make risk-based prioritisation decisions that move the function from activity based checking to outcome focused assurance.

Job details – you’ll need to have demonstrable experience in:

• Leading Colleague Assurance Strategy and Delivery – setting the direction for colleague assurance across customer-facing operations, ensuring assessments are fair, evidence-based, risk-led and aligned to our QA framework

• Driving Assurance Confidence and Risk Management – owning assurance confidence through quality standards, consistency, governance and risk escalation, providing reliable assurance that colleague assessment activity meets framework requirements

• Developing Assurance Capability and Standards – leading accreditation, calibration and capability development to ensure consistent interpretation of QA standards, strong professional judgement and effective quality governance

• Leading and Inspiring the Assurance Team – building and developing a high-performing Colleague Assurance team, making risk-based prioritisation and resource decisions while fostering accountability, challenge and continuous improvement

• Embedding Data-Led and Outcome-Focused Assurance – driving the shift from volume-based checking to targeted, analytics led, end to end customer journey assurance, focusing effort on the areas of greatest customer, conduct and operational risk

• Influencing Quality Improvement and Senior Decision Making – acting as a the lead for the Colleague Assurance pillar, providing insight, assurance expertise and constructive challenge to influence governance outcomes, operational improvements and senior stakeholder decisions

Essential skills/experience:

• Strong quality assurance leadership experience, including managing assurance activity within insurance, financial services or other regulated environment

• Strong knowledge of FCA regulation, Consumer Duty and customer outcome-focused assurance with a clear understanding of QA frameworks, governance and assurance methodologies

• Proven leadership capability, with experience of developing high-performing teams through coaching, calibration, accreditation and quality governance

• Strong analytical and risk-based decision making skills, using data and insight to identify risks, prioritise assurance activity and drive improvements

• Excellent stakeholder management and influencing skills, with experience presenting assurance insight and providing constructive challenge to senior leaders

• Resilient and adaptable change leader, able to collaborate across multiple functions and drive continuous improvement in quality, assurance effectiveness and customer outcomes

The interview process

• Recruiter intro/screening call

• 1st stage interview with hiring leader

• 2nd interview with hiring leaders leader

As a Disability Confident employer, we’re committed to ensuring our recruitment processes are fully inclusive – what this means to you is if you’re applying for a job with us, you’ll have fair access to support and adjustments throughout your recruitment journey. We also welcome applications through the Disability Confident Scheme (DCS).For more information on the DCS, please visit our inclusive business page on our careers website

Regrettably we are unable to offer sponsorship for this role.

Benefits: in addition to a competitive salary and £5k car allowance you will also receive…

Flexible working – we champion a flexible hybrid working approach – please speak to your recruiter to discuss in more detail

Competitive bonus scheme - all colleagues are eligible for our annual 4Cs performance bonus

Physical wellbeing – as a Band 4 colleague, Hastings pay for you to receive private medical Insurance (also known as PMI). This gives you flexibility and convenience to see a specialist or consultant and allows you to decide when and where you will be seen

Financial wellbeing – as well as providing you with 4x your salary with our life assurance cover, income protection at no extra cost, and matched pension contributions up to 10%, we are proud to provide you with an award winning package which includes – discounts, cashback, free independent mortgage advice and free access to financial wellbeing support

Mental wellbeing programme – we have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs

There's more! – 27 days annual leave + bank holidays, with the option to buy or sell one of your weeks, access to our health care cash back plans, dental plans, discounted health assessments, Cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more...

Join us and you’ll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company and community. As one of our colleagues, you’ll be helping to drive our growth, so in return, we’ll give you all the support, training and development you need. Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we’ll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

At Hastings Direct, we’re committed to creating an inclusive environment where everyone has the opportunity to succeed. If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us. Our recruitment team is here to provide the support you need to ensure a fair and accessible experience for all.

Job posting end date: