• Leadership and inspiring a team of fifteen direct reports across Mortgage Arrears forbearance, Unsecured Loans, Mortgages Bulk, Packaged Accounts and PPI.• Management role with a portfolio of responsibilities including implementation of a customer outcome QA structure across the Remediation programme.• Developed and maintained a robust Independent Quality Assurance framework.• Implemented, managed and continually developed a Quality Assurance function that complies with current and evolving best practice.• Created bespoke QA reporting for both internal and external stakeholders to deliver clarity.• Champion a challenge process at the various lines of defence, allowing for an objective review of the guidance and design standards against customer unique circumstances.• Determine QA resource levels and recruit, coach & lead team to ensure the delivery of business objectives and maximise staff potential.• Maintain sound knowledge of regulatory requirements relevant to the role, actively supporting and promoting compliance with those requirements.• Represent the function at both internal and external forums, by invitation, to ensure the interests & integrity of the Remediation programme are effectively observed. Personal highlights• Excellent internal and external audit results.• Strong portfolio wide competency, regularly high performance scorecard.