Standards Assurance Manager

Standards Assurance Manager

£60,000 per annum

Bedford

Permanent

Hybrid Working

Join the Money and Pensions Service (MaPS) as a Standards Assurance Manager within our Customer Design, Improvement and Quality Directorate.

This is an opportunity to play a key role in how MaPS assures Standards compliance of its Money and Pensions guidance services across a diverse range of customer journeys and delivery models.

We are looking for someone with a strong understanding of money and pensions guidance services and practical experience within standards assurance, quality assurance or regulatory compliance. You will act as a subject matter expert for Standards Assurance, combining operational understanding, analytical capability and strong stakeholder management skills to help ensure our services consistently deliver against the MaPS Standards and achieve positive outcomes for customers.

A particular focus of this role will be the assurance of customer-facing digital services and journeys, including websites, online tools and dashboards. You do not need to be a technical digital or software specialist, however, you will need to understand how customer journeys operate across digital channels and be able to develop, adapt and apply proportionate assurance approaches where traditional assessment methodologies may not be appropriate.

The role operates within second-line and third-line assurance and does not deliver first-line quality assurance.

Standards Assurance Delivery

• Apply Standards Assurance Model methodologies within assigned areas
• Deliver risk-based sampling, testing and control assessment activity
• Ensure consistent application of MaPS Standards across services and delivery partners
• Provide informed challenge to service teams based on assurance findings and evidence
• Play a central role in performance management of service outcomes through analysis of standards assurance outputs, data and insight, driving accountability and improvement actions
• Conduct regular reviews of performance data, preparation for and participation in structured performance forums, and follow-up tracking of agreed actions
• Investigate compliance issues, performance concerns and process breakdowns, and support escalation and resolution in line with defined governance
• Lead the performance management of Standards compliance and work in partnership with Customer Experience teams to ensure VoC and insight informs assurance activity, without direct performance ownership
• Support performance discussions on service outcomes through assurance outputs and defined performance frameworks.
• Develop and adapt assurance methodologies to reflect different delivery models, recognising that established approaches may need to operate differently across digital and other non-traditional customer journeys.
• Support the transition of new or adapted assurance methodologies into sustainable business-as-usual activity, including appropriate monitoring, governance, evidence and reporting arrangements.
• Maintain awareness of how customer journeys operate across channels including telephony, face-to-face, webchat and digital services, applying assurance approaches proportionately to the characteristics and risks of each.

Insight, MI and Evidence

• Produce assurance outputs, MI and insight to support decision making
• Identify themes, risks and opportunities from assurance activity
• Support development of clear, evidence-based findings and recommendations
• Contribute to creation of defensible evidence for regulatory and audit purposes

Continuous Improvement

• Support and drive improvement activity based on assurance findings
• Track actions and support validation of outcomes
• Feed insight into wider standards assurance development and continuous improvement cycles

Design & Implementation Assurance

• Support embedding of standards into service design, procurement and mobilisation activity
• Assist in translating standards into controls, measures and evidence requirements
• Contribute to development and refinement of assurance methodologies, including supporting their effective application to drive performance improvement and control environment maturity
• Support the development, maintenance, and evolution of the MaPS Standards Toolkits and other engagement material for internal and external stakeholders to drive greater understanding of how to deliver services which comply with the Standards and relevant legislation.
• Support methodology application oversight, including contributing to appeals resolution support and ensuring consistency of interpretation across assurance activities.

Stakeholder & Supplier Working

• Work collaboratively with service teams, delivery partners and stakeholders
• Support performance discussions, challenge and improvement planning
• Support and actively participate in calibration activity with delivery partners and assurance providers to ensure consistent interpretation and application of MaPS Standards

Delivery & Work Management

• Manage own workload and competing priorities
• Contribute to delivery of assurance workstreams and priorities

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Recruitment Process:

• Initial Review: Our recruiter will review your CV. If it looks like a good fit, they'll reach out to arrange a call.
• Hiring Manager Review: If the recruiter thinks you're suitable, your CV will be passed to the hiring manager, who will decide whether to invite you for an interview.
• Interview: If selected, you'll participate in a virtual interview. This single-stage process allows you to demonstrate your skills and experience through competency-based questions. This will also require you to deliver a short presentation.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Application Process

The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.

Job Reference: MaPS01267

Close Date: 06/09/2026

Feedback will only be provided if you attend an interview or assessment.