We are seeking an Operational Controls Manager to lead the first-line Operational Controls and Quality Assurance function across Debt Services and FSR Litigation, ensuring controls, quality standards, client

Requirements

, governance obligations, risk management processes and customer outcome expectations are designed, embedded, monitored and evidenced. The role operates independently from the operational management structure, while remaining part of the first-line control environment. The role is full time, permanent and reports to the Head of Debt Servcies.

Leadership and Function Management Lead, manage and develop the Quality Assurance and Operational Controls function, setting clear objectives, workloads and standards. Ensure audits, control reviews, attestations, feedback and reporting are accurate, consistent, timely and evidence-based. Coach and develop team members through regular one-to-ones, performance reviews, calibration and learning activity.

Maintain constructive working relationships with Operational Managers, Team Leaders, Compliance, Technology and other stakeholders while preserving objective oversight. Operational Controls and Attestations Own, maintain and continually develop the Debt Services Operational Controls Framework. Oversee the operation of departmental controls and attestations, ensuring completion is timely, accurate and supported by appropriate evidence.

, attestation cycles, risk reviews and escalation points. Challenge incomplete or unsupported control evidence and escalate recurring failures, overdue actions or emerging risks to the Head of Debt Services.

, process changes, technology or risk profile require additional assurance. Quality Governance and First-Line Oversight Own the Debt Services Quality Assurance Framework, including QA methodology, scorecards, review standards and reporting outputs.

, complaints, risk themes and customer outcomes. Provide objective first-line oversight and constructive challenge while operating independently from the operational management reporting structure. Produce regular dashboards, thematic reviews and recommendations for the Head of Debt Services, Operational Managers and senior stakeholders.

and follow-up validation. Relationship with Operational Managers and Action Tracking Work with Operational Managers as peer stakeholders, providing insight, analysis and recommendations to support operational decision-making. Support Operational Managers and Team Leaders in implementing remedial actions arising from QA, controls, complaints, client feedback and thematic reviews.

Track agreed actions, validate whether actions have delivered the intended outcome and escalate ineffective or recurring issues. Ensure the role supports operational improvement without assuming line management responsibility for Operational Managers, Team Leaders or fee earners.

across Debt Services and FSR Litigation. Coordinate client quality governance, assurance reporting, audit responses, control reviews and client-specific action plans. Support client calibration sessions and ensure customer outcome expectations are reflected in QA activity.

Assess not only process compliance but also customer engagement, tone, accuracy, vulnerability identification, complaint prevention, escalation handling and fairness of outcomes. Risk Management, Governance and Capacity Maintain a QA and Operational Controls risk register capturing key themes, emerging risks, control weaknesses, recurring issues and material exceptions.