Quality Manager

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The Quality Manager leads the Operations Quality Assurance function and will have responsibility for delivering first line quality monitoring and compliance activities across the sales channels and providing related support and assistance to customer facing staff.  

In addition the role ensures alignment with regulatory requirements, internal control frameworks, and risk management expectations, while driving continuous improvement to the internal control structure, system and process deficiencies identified as part of quality monitoring activities.

Job Overview

• Ensuring compliance with regulatory frameworks and adherence to internal control standards;
• Proactively identify, manage, and escalate quality, compliance, and operational risks.
• Recommending and implementing improvements in internal control structures, processes and customer facing activities
• Provide assurance to senior management through structured reporting and risk oversight.

Job Responsibilities

• Implement and coordinate quality assurance monitoring of all sales activities including fraud and operations risk monitoring, regulatory compliance and delegated underwriting authority.
• Lead and manage the performance of the team to support the achievement of company, team and individual objectives.
• Provide coaching, feedback, and development support to team members to support their professional growth.
• Plan and organise thematic quality and compliance reviews to ensure adherence to all applicable regulations, particularly CPC, DP, MCC and internal policies
• Recommend opportunities to strengthen the internal control framework
• Champion continuous improvement initiatives focused on operational efficiency, regulatory alignment, and enhanced customer outcomes.
• Provide senior management with assurance on quality and risk monitoring activities through monthly/quarterly Quality & Risk Reports, summarising QA results, control weaknesses, trends, and recommendations.

Job Responsibilities

• Oversee the preparation, validation, and submission of the Quarterly Risk Return, ensuring accuracy, completeness, and alignment with internal controls and governance frameworks.
• Liaise with key stakeholders regarding compliance and quality issues identified.
• Act as primary liaison for internal audits, compliance monitoring reviews, central risk reviews, and external regulatory examinations.
• Support the delivery and tracking of post audit actions, ensuring the timely closure of findings
• Coordinate preparatory activities for Central Bank audits and inspections, ensuring full readiness and documentation availability.
• Oversee the annual review and update of team process documentation and Support Hub content, ensuring accuracy and control integrity.
• Collaborate closely with Sales Governance, Learning & Development, Compliance, Risk, Operations, and other key departments to address quality findings, enhance processes, and improve customer outcomes.
• Any other duties/responsibilities and projects as may be reasonably assigned in line with company priorities.
• Maintain required certifications in line with MCC and Fitness & Probity standards (CF2 role).

Education

• CIP or Grandfather Qualified

Experiences

• Strong Leadership Skills with the ability to inspire, coach and develop a team
• Must demonstrate strong analytical skills and the ability to solve problems
• Previous experience in a quality management compliance monitoring, or operational risk oversight
• Compiling and co-ordinating reports
• Strong organisational and administrative skills with a disciplined approach to tasks/duties
• Proficiency in all Microsoft Office packages.
• Excellent interpersonal and communication skills with demonstrated record in building working relationships with a wide range of stakeholders
• A proactive and energetic approach with the ability to prioritise workloads, in order to achieve deadlines

Competencies

• Customer Focus
• Risk Management and Compliance
• Insurance Principles and Practise
• Cultivating Relationships
• Quality control and attention to detail

MCC

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This role sits within Pay Band M/S of FBD’s Operations Pay band

This is a Control Function 2 (CF 2) position under the Central Bank of Irelands Fitness and Probity Regime. As such you are expected to know and comply with the standards at all times.

FBD is proud to be an Equal Opportunity Employer. We welcome applicants of all ages, genders, ethnicities, cultures, religions, languages, sexual orientations, abilities, disabilities, and social backgrounds.

We are dedicated to fostering a diverse, equitable, and inclusive workplace where everyone is encouraged to bring their whole, authentic self to work. Our approach to inclusion is embedded in our hiring practices, pay structures, leadership development, and workplace policies. At FBD, we believe that when our people feel valued and supported, they thrive, and so does our business. We are proud to foster a culture of collaboration, respect, and shared success at every stage of your career.