Working in our dynamic successful Sales Operations team there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.

Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

This is a 12-month FTC.

This role is field based and requires travel between Cardiff, London, and Manchester.

What you will be doing

As our Service Delivery Assurance Manager, you will take a strategic view of service delivery across our Commercial function, leading a team of four colleagues based across multiple locations. You will be responsible for driving high standards of service delivery, identifying opportunities to improve customer outcomes, operational efficiency and consistency, while ensuring your team remains aligned and engaged. By building strong relationships across the business and spending time with teams in different locations, you'll develop a deep understanding of how we operate and use those insights to drive meaningful change. You'll bring fresh thinking, challenge existing ways of working and lead improvements across our people, processes, systems and controls to strengthen service performance and support our wider business objectives.

• Manage and develop a geographically dispersed team of four, driving performance, accountability and consistency in service delivery assurance across all locations.
• Travel across office locations to understand operational processes, challenges and opportunities firsthand, being a visible Senior Leader within the business and advocate for continually improving our service delivery.
• Partner with stakeholders across the business to influence and implement positive change.
• Identify trends, risks and improvement opportunities across the customer journey recommending changes to systems, processes or the way in which we work to deliver good customer outcomes.
• Drive continuous improvement initiatives that enhance customer and colleague experiences and deliver tangible benefits from the assurance oversight.
• Challenge existing processes and introduce innovative, practical solutions for assurance and oversight.
• Use data, technology and AI-driven opportunities to improve quality assurance, reporting and operational effectiveness.
• Review assurance outcomes and operational insights to identify areas for enhancement to training delivery, systems and processes to improve service experience.
• Promote consistency, efficiency and best practice across teams and functions.
• Drive the development, evolution and implementation of service delivery assurance frameworks and controls in an ever-changing AI environment.
• Ensure processes remain aligned with regulatory requirements and internal standards and deliver improvements to outcomes testing approach.