Quality Manager

  • Basis:  Full-Time
  • Closing Date:  02 May, 2024
  • Job Ref:  KMP-89902

Job Description

Multitude is a listed European FinTech company, offering digital lending and online banking services to consumers, small and medium-sized businesses, and other FinTechs. The services are provided through three independent business units, which are served by our internal Banking-as-a-Service Growth Platform. Multitude’s business units are consumer banking (Ferratum), business banking (CapitalBox) and wholesale banking (Multitude Bank).

Multitude Group employs over 700 people in 25 countries and offers services in 16 countries, achieving a combined turnover of 212 million euros in 2022. Multitude was founded in Finland in 2005 and is listed on the Prime Standard segment of the Frankfurt Stock Exchange under the symbol ‘FRU’.

Multitude Bank plc is looking for a Quality Manager. As a Quality Manager, you will play a pivotal role in maintaining and enhancing the quality of our customer-facing operations. From coordinating audits to driving policy changes, you’ll be at the forefront of ensuring excellence and alignment across various business streams.

Key accountabilities:

  • Leading quality assurance and control measures within Bank operations;
  • Coordinating internal audits and needed outputs;
  • Coordinating external audits, and preparing consolidated outputs;
  • Leading needed changes in bank policies and procedures;
  • Ownership of complaints handling process, complaints committee, and needed actions;
  • Developing change management plans for projects and / or change initiatives;
  • Evaluating the impact of planned product / service change;
  • Identifying risks and developing risk mitigation tactics;
  • Supporting the development of communications relevant to change initiatives;
  • Quality management of outsourced operational service partners;
  • Cooperating on thematic reviews from bank regulators, ensuring that bank operations are complaint with regulatory requirements;
  • Ensuring quality and reviews of external vendors (part of vendor management process);
  • Providing a holistic overview of qualitative aspects of the bank’s customer-facing functions;
  • Leading training and development concepts ensuring quality.
  • Specific activities related to operational risk management:
    • The annual Business Impact Assessment (BIA) update with respect to the impact on operations;
    • Operational risk heatmap evaluations with respect to the impact on operations;
    • Analysis and update of specific business continuity scenarios related to customer support activities;
    • Provide and update the component testing schedule of the Bank’s BCP scenarios affecting customer support services and its official documentation;
    • Reviews of templates and annexes related to customer support communications;
    • Exit strategies for vendor management outsourcing agreements services related to customer service and its respective testing.

The ideal candidate:

  • Minimum of 3 years of experience with managing quality in service operations;
  • Minimum of 3 years experience with leading customer-facing teams;
  • Experience with managing training areas;
  • Experience with audit and regulatory topics.

What’s in it for you:

  • Wellbeing benefit;
  • Private health insurance;
  • Weekly breakfasts in the office;
  • Hybrid flexible working model;
  • Access to LinkedIn learning with over 8000 courses;
  • Share purchase matching program;
  • Opportunities for growth, the realization of own ideas, and further training;
  • The opportunity to work in a dynamically international evolving company.