Operations Excellence Specialist

2 days ago

Dublin, Dublin City, Ireland beBeeQuality Full time €40,000 - €50,000
Job Description

We are a company that helps families get more out of life by combining amazing brands and products with flexible payment options.

  • Independent review and challenge of process, training, and communications to relevant parties including management
  • Support with change implementation based on feedback
Key Responsibilities
  • Understanding of regulatory requirements, including Central Bank of Ireland Codes, Moneylending Regulations, CCR and GDPR Regulations
  • Development and maintenance of Risk Assurance metrics with the organisation's Risk Partner
  • Management of sensitive and confidential information relating to SDI and partner organisations
  • Completion of Quality Assurance (QA) across several areas of the business, including Applications, Fraud, AML, complaints, ID and V, FS and customer call centres, social media teams, and third-party organisations who support our customers
  • Providing direct feedback to Team Managers on completed QA and escalating to Customer Care Manager where necessary
  • Accurate, valid, and complete information by using the right tools/methods
  • Working with training and knowledge teams to update relevant content that impacts LWI agents and customers
  • Maintaining and updating CRM platform with relevant business updates
  • Supporting the change team with new AIMs received
  • Interaction with other areas of the business to resolve queries
  • Meeting personal/team targets relating to complaints performance
  • Completing change requests when necessary
  • Participating in Change/project management process to support business improvements
  • First-line communications sign-off
Essential Skills and Experience
  • Self-motivated and proactive in managing own time and resources in a demanding environment
  • Prior experience of Quality Assurance within a financial services environment would be beneficial
  • Great attention to detail and excellent verbal and written skills
  • Strong organisational skills
  • Good working knowledge of applicable industry standards and regulations, e.g. Moneylending Regulations, GDPR, CBI Codes, FSPO processes, and CCPC guidelines
  • Commercial awareness and understanding of SDI processes

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