Job Description
The Customer Assurance function plays a critical role in ensuring the bank identifies, manages, remediates, and learns from operational errors in a consistent, controlled, and customer-focused manner. Through effective governance, oversight, and continuous improvement, the team protects customers, supports regulatory compliance, and drives operational excellence across the organisation.
As the Customer Assurance Project Manager, you will lead the design, implementation, and ongoing enhancement of the bank's end-to-end Error Management operating model. This role will be responsible for creating scalable, efficient, and sustainable processes that strengthen risk management, improve customer outcomes, and ensure compliance with regulatory and internal policy requirements.
This is a highly visible leadership role requiring strong operational design, programme management, governance, and stakeholder management capabilities.
Contract Type: 9 months fixed term contract
Key Responsibilities
End-to-End Error Management Framework Design
•As part of a working group, lead on the design and implementation of an enhanced end-to-end Error Management operating model across the organisation. Work with stakeholders to define business requirements, workflows, controls, reporting capabilities, and user requirements.
•Manage project deliverables, implementation milestones, testing activities, change management, and successful operationalisation.
•Drive adoption across business lines and ensure effective embedding of new processes and technologies.
•Maximise first point of contact error resolution processes that maximise efficiency while maintaining strong customer and regulatory outcomes.
Workflow Optimisation and Process Improvement
•Maximising AI opportunities, identify process inefficiencies, control gaps, and opportunities for AI and automation.
•Lead continuous improvement initiatives using data, trend analysis, and operational insights.
Quality Assurance Framework Leadership
•Ensure best-in-class QA methodologies, sampling strategies, control assessments, and reporting standards.
Governance, Oversight and Risk Management
•Collaborate with Compliance, CRO, and senior business leadership to ensure Error Key Risk Indicators (KRIs) are accurately defined, fit for purpose, and provide meaningful oversight of the organisation's error landscape.
Stakeholder Engagement
•Build strong partnerships across Operations, Technology, Risk, Compliance, Legal, and Business teams.
•Act as the subject matter expert for Error Management processes, controls, and quality assurance activities.
Leadership and Capability Development
•Promote a strong culture of accountability, quality, risk awareness, and continuous improvement.
•Provide guidance, coaching, and expertise to colleagues involved in error management activities.
Key Skills & Qualifications
•Degree or equivalent work experience
•Experience leading large-scale operational transformation initiatives, including system implementations and business process redesign.
•Strong knowledge of quality assurance methodologies, operational controls, testing frameworks, and risk management practices.
•Strong influencing and relationship-building skills with the ability to engage effectively across all organisational levels.
•Ability to identify root causes, analyse trends, assess risks, and develop practical solutions to improve outcomes.
•Strong understanding of operational risk, regulatory expectations, governance frameworks, control environments, and Key Risk Indicator reporting.
•Excellent written and verbal communication skills, including preparation of executive-level reports, presentations, and governance materials.
•In depth knowledge of relevant regulatory frameworks and customer protection requirements particularly where it relates to Error Remediation including CPC, Consumer Duty, FCA principles and GDPR.
•Proven experience in managing customer remediation programmes is advantageous.
Location
Cherrywood or Arklow
The role offers a hybrid / flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.
This position is not eligible for visa sponsorship.
