Quality Assurance Manager: Alliance Banking

**Job Mission / Objective**

The Alliance Banking Quality Assurance Manager is responsible for ensuring that all products, services, and operations within the Alliance Banking division meet the highest standards of quality and regulatory compliance. This role focuses on developing and implementing a comprehensive quality assurance framework that supports the division’s goals and ensures that all processes, from partner integration to product delivery, are optimized for consistency, accuracy, and efficiency. Additionally, the Quality Assurance Manager is responsible for implementing GN5 monitoring and managing partner risk registers, ensuring they are frequently updated and that partners attest to required controls.

The Quality Assurance Manager has a direct reporting line to the Executive of Alliance Banking and indirect reporting lines to the Chief Risk Officer (CRO) and Chief Compliance Officer (CCO) to ensure alignment with Bank risk management and regulatory compliance frameworks and policies across the bank. These indirect reporting lines help ensure that the quality assurance processes adhere to the bank's risk and compliance standards, providing oversight and integration with risk governance and regulatory requirements. The role also oversees testing protocols, ensures quality standards across all Alliance Banking products and services, and collaborates with teams (e.g., integration, product, compliance) to identify areas of improvement.

Additionally, the Quality Assurance Manager monitors partner service quality, ensures seamless partner integration, and oversees service level agreements (SLAs). This role is also responsible for the continuous improvement of operational and technical processes, conducting root cause analysis for incidents, and implementing corrective actions to prevent recurrences.

**Reports to**

Executive: Alliance Banking

**Responsibilities**:
**Defect Detection Rate**: Percentage of defects or issues identified during testing or post-launch

**Process Improvement Impact**:Number of process improvements implemented and their impact on operational efficiency or error reduction

**SLA Compliance**: Percentage of SLAs met or exceeded across partner operations

**Test Completion Rate**:Percentage of product or service testing completed within the required timeframe, before deployment.

**Issue Resolution Time**: Time taken to investigate and resolve quality-related incidents or issues.

**Customer and Partner Satisfaction**: Feedback from partners and internal stakeholders on service quality and operational excellence.

**Compliance Rate**:Adherence to regulatory standards and internal quality policies as measured by audits or reviews.

**Documentation Completeness**:Percentage of QA processes and incidents fully documented and retrievable for audits or reporting.

**Requirements**:
**Academic Knowledge**:

- Bachelor’s degree in Business, Finance, Quality Management, or a related field

**Work Experience**:

- 7-10 years of experience in Compliance, quality assurance or quality control, ideally within a banking or financial services context
- In-depth knowledge of banking regulation, risk management, quality assurance framework and testing methodologies

**Skills / Specialized Know How**:

- Strong analytical, organizational, and leadership skills, with the ability to manage multiple quality initiatives
- Excellent communication skills to liaise with cross-functional teams, including product, operations, and compliance

**Benefits**
- Medical Aid
- Provident Fund
- Group Life Cover
- Income Disability Cover
- Funeral Cover
- Training & Development