Castle Trust Bank

QA Engineer

• Conduct quality assurance reviews across operational processes using agreed methodologies
• Complete call, case and process assessments to evaluate customer outcomes, regulatory compliance and process adherence
• Participate in calibration activities to ensure consistency and accuracy of QA assessments
• Identify trends, themes and emerging risks through QA reviews
• Provide clear, constructive and evidence-based feedback to support performance improvement
• Maintain accurate records of QA findings in line with governance requirements
• Support production of management information and reporting through accurate data capture and analysis
• Contribute to enhancement of QA frameworks, processes and templates
• Support day-to-day delivery of First Line Operational Risk activities
• Assist with incident and breach logging, issue assessment and triage, root cause analysis, remediation tracking, and evaluation of remediation effectiveness
• Ensure incidents and issues are accurately recorded and escalated where appropriate
• Monitor remediation progress and highlight overdue or at-risk actions
• Identify recurring issues, emerging risks and control weaknesses across the business
• Support colleagues in understanding and managing operational risks
• Contribute to thematic reviews, analysis and reporting
• Produce management information and reporting for governance forums
• Collaborate with Operations, Risk and Compliance teams
• Provide data and insight to support decision-making
• Support internal audits, regulatory reviews and assurance activities where required

Quality Assurance and Operational Risk Specialist

Compliance

• Provide expert Compliance advice and constructive challenge across consumer credit, mortgage and savings businesses, including deposits and ISA products
• Advise on FCA regulatory requirements, Consumer Duty, conduct risk, product governance, complaints, vulnerable customers, financial promotions and customer communications
• Interpret regulatory requirements and FCA guidance into practical, commercially aware solutions
• Review and challenge policies, procedures, customer journeys, operational processes and controls
• Identify emerging regulatory and conduct risks, agree mitigation actions and escalate material concerns
• Review and approve financial promotions and customer communications
• Provide guidance on Consumer Duty, fair value, foreseeable harm and customer understanding
• Support design and delivery of customer journeys, communications and processes achieving positive customer outcomes
• Provide regulatory expertise on business initiatives, projects and product developments
• Assess regulatory implications of proposed changes and advise on compliant implementation
• Review customer outcome assessments, risk assessments and governance documentation
• Prepare regulatory analysis, impact assessments, Compliance opinions, committee papers and management reporting
• Support regulator-facing activities including information requests, thematic reviews and remediation programmes
• Maintain records of Compliance advice, approvals, challenge and decisions
• Build trusted relationships across the Bank and deliver Compliance training and awareness initiatives
• Contribute to continuous improvement and maturity of the Compliance function

Quality Assurance and Operational Risk Specialist

Compliance Advisory Manager