About the role
A dedicated, experienced individual to join the Operations function as an Outsourcing Analyst. The responsibilities include managing relationships with Third-Party Administration Partners (TPAs), reviewing and analysing management information, and maintaining accurate records. The role also supports operational resilience planning and governance activities, ensuring robust oversight and continuity across outsourced services.
To be successful, you should demonstrate a persistent focus on quality, strong analytical skills, and clear communication. You’ll be well-organised, able to work under pressure, and driven to deliver continuous improvement.
Key responsibilities
Outsourcing Analyst
* Develop strong working relationships with TPAs to enable effective oversight and monitoring, supporting the delivery of good customer outcomes through collaborative engagement and continuous improvement.
* Analyse and evaluate monthly Management Information (MI) received from TPAs, producing clear and actionable reports for key stakeholders.
* Support the day-to-day management of multiple TPAs, ensuring delivery of contractual obligations and maintaining accurate records across oversight activities.
* Own and manage the TPA Incident and Breach processes in alignment with regulatory requirements, ensuring accurate record-keeping within Scottish Friendly’s enterprise risk system.
* Proactively identify and manage outsourcing risks, perform control testing, and report findings to relevant stakeholders.
* Prepare and contribute to committee papers for the Outsourcing Oversight Committee, ensuring clear presentation to support effective governance and decision-making.
Operational Resilience
* Coordinate annual planning and execution of operational resilience activities, including scheduled tests and reviews, to safeguard service continuity and customer outcomes.
* Document and track scenario test outputs and emerging vulnerabilities, ensuring timely closure of identified risks.
* Assist with the annual review of the Self-Assessment Document to maintain compliance and resilience standards.
* Maintain and update process maps as part of the regular review cycle to reflect current practices.
* Plan and prepare materials for ISBC Committee meetings, ensuring accurate and timely reporting.
* Embed resilience practices into business-as-usual processes across teams, promoting continuity and compliance with regulatory standards.
* Collaborate with the Change team to ensure operational resilience impacts are considered and addressed throughout the change management lifecycle.
Qualifications and Skills
* 1–3 years’ experience in the Life and Pensions industry.
* Experience working in a regulated environment.
* Understanding of outsourcing regulations.
* Strong written and oral communication skills.
* Detail-oriented with ability to manage multiple workloads.
* Data analysis skills and ability to compile insightful reporting for varied audiences.
* Experience in continuous improvement and process development.
* Experience supporting operational resilience and governance frameworks is an advantage.