Quality Assurance (QA) Manager

Rothesay is the UK’s largest pensions insurance specialist, purpose-built to protect pension schemes and their members’ pensions. With over £68 billion of assets under management, we secure the pensions of more than one million people and pay out, on average, approximately £200 million in pension payments each month.

Rothesay is dedicated to providing excellence in customer service alongside prudent underwriting, a conservative investment strategy and the careful management of risk. We are trusted by the pension schemes of some of the UK’s best known companies to provide pension solutions, including British Airways, Cadbury, the Civil Aviation Authority, the Co-Operative, Morrisons, Smiths Industries and Telent.

At Rothesay, we are striving to transform our industry. We believe deeply in creating real security for the future and our leadership in finding new and better ways to do that is the key to our success. To do that, we need the very brightest original thinkers to bring creativity as well as rigour. Rothesay is a rewarding place to work, where quality people can thrive and prosper. We pride ourselves on the connections our people build, many of whom have been with us for over ten years.

Job title:                       Operations Quality Assurance

Reports to:                   Manager – Quality Assurance

Role type:                     Permanent

Role

• Rothesay aims to maintain exceptionally high levels of business processes to ensure uninterrupted, high-quality service delivery to our customers and counterparties. We follow a strategic outsourcing model and partner with industry experts for the provision of administration services.
• To further support and strengthen Rothesay’s service excellence, we require an experienced Operations professional to conduct case and process analysis across our administration services, forming part of the 1st line assurance functions within Operations.
• In this role, you will be required to carry out detailed cases reviews to assess:
  • The quality and accuracy of the administration processes
  • The quality of the end-to-end customer journey to ensure our customers achieve good outcomes

Responsibilities

• Intelligent sampling to ensure all processes impacting the policyholder journey are within scope of review.
• Conduct thorough and detailed case reviews in line with Rothesay’s Quality Assurance Framework to ensure our customers are continuously receiving the highest standard of customer service.
• Learn about Rothesay’s business, operational and outsourcing model to test processes for:
  • the quality of outputs from each of the TPAs (call handling, administration, adherence to process)
  • Process appropriateness and efficiency
  • Compliance to the legal, operational and regulatory framework within which we operate
  • Incorporating the Consumer Duty in all aspects of our process, to ensure we deliver consistently positive outcomes
  • Accurate representation of case work and data in admin and risk management systems
• Build strong working relationships with our Third Party Administrators to ensure to facilitate continuous improvements
• Maintain an active audit programme and ensure corrective actions derived from any observations are remediated.
• Ensure that all policies, processes and audit findings are properly documented.
• Be vigilant of all areas of policyholder servicing outside of day-to-day service and ensure the framework addresses those too.
• Deliver targeted management information on the back of ongoing QA for all the relevant stakeholders including senior management and executive committees.
• Work closely with other parts of Operations division and our second and third line assurance functions.

Skills & Experience

• Previous experience within Operations in a financial services firm.  An ideal candidate would have some work experience in Operations in an Investment Bank and looking to deploy these skills in a different industry
• Retail conduct experience, with particular focus on consumer outcomes and customer vulnerability
• Demonstratable practical experience of working on operational process refinement within the financial services sector (pensions preferred but not essential).
• Analytical and problem-solving skills to assess the evidence, understand the objective, detect issues/potential gaps and alternatives for improving process performance.
• Up-to-date knowledge of regulatory requirements and industry standards with respect to pensions industry and third-party risk management.
• Ability to build strong relationships - both internally with various teams Operations and assurance functions and externally with our TPAs.

Rothesay competencies

• Technical Skills - Demonstrates strong technical skills required for the role, pays attention to detail, takes initiative to broaden his/her knowledge and demonstrates appropriate analytical skills
• Drive and Motivation – Be a self-starter; successfully handles multiple tasks, takes initiative to improve his/her own performance, works intensely towards extremely challenging goals and persists in the face of obstacles or setbacks
• Teamwork – Demonstrate evidence of being a strong team player, collaborates with others within and across teams, encourages other team members to participate and contribute and acknowledges others' contributions
• Communication Skills - Communicates what is relevant and important in a clear and concise manner and shares information/new ideas with others
• Judgement and Problem solving - Thinks ahead, anticipates questions, plans for contingencies, finds alternative solutions and identifies clear objectives. Sees the big picture and effectively analyses complex issues
• Creativity/Innovation - Looks for new ways to improve current processes and develop creative solutions that are grounded in reality and have practical value
• Influencing Outcomes - Presents sound, persuasive rationale for ideas or opinions. Takes a position on issues and influences others' opinions and presents persuasive recommendations

Disclaimer This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties, but to describe a position level.  The role shall be performed within a professional office environment. Rothesay Life has health and safety polices that are available for all workers upon request.  There are no specific health risks associated with the role.

Inclusion Rothesay actively promotes diversity and inclusivity. We know that our success depends on our people and that by nurturing a culture that values difference, we create a stronger, more dynamic business. We welcome applications from all qualified candidates, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.