Join us as a MasterTrust Pensions Quality Assurance Manager within our Outsourcing line of business based out of our office in Redhill working hybrid.
LifeSight is WTW’s Defined Contribution (DC) MasterTrust with administration undertaken by WTW’s dedicated trust-based business. LifeSight currently has a membership of over 400k with an AUM of c.£25bn. You will work closely with the Operational Excellence Manager and will be majorly responsible for Quality Assurance across LifeSight. This will involve embedding behaviours and procedures within the Customer Care teams that deliver the best outcomes for LifeSight members and include overseeing the production of a monthly quality audit and report, identifying errors and process failures and then working with the LifeSight Technical & Quality Centre to drive change and improve the quality of service provided to members.
The Role
QualityAssurance frameworkandapproach
1. Publication of Quality reports on a half yearly and ad-hoc basis
2. Lead and develop the Quality Assurance framework, approach and team, manage the quality assurance framework across the Customer Care teams (UK & Offshore), identifying themes, coaching areas, training needs and identifying best practices.
3. Ensure the design and operational activity of the QA team is continuously capable of providing an effective quality service to the organisation.
4. Ensure there is appropriate governance of all Quality Improvement activities and representation of LifeSight at OGB internal quality forums and root cause analysis meetings
5. Work with Client Managers and Administration Managers where required to showcase Quality Assurance best practices and performance across LifeSight
QualityAssurance management
6. Provide effective guidance and support to administration and service centre leaders on quality and customer service matters.
7. Recommend changes to improve quality assurance and enhance customer experience, using detailed analysis.
8. Drive improvements in business processes and ensure optimal resource utilisation and audit compliant administrative process and strategy
9. Identifying potential sources of errors and/or process failures, suggest improvements and identify technological enhancements to improve process efficiency and effectiveness
10. Develop improved workflows and procedure guides (eliminating wasted time and reducing failure demand) in conjunction with Operational Excellence Manager to improve the quality of work delivered on the LifeSight team
11. Employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
12. Coordination of call and case quality audits and remediation plans in partnership with Training manager and following up when mistakes are found during internal audit process
13. Work closely with Governance Manager to pro-actively record any new issues or risks identified through case and call audits to ensure suitable controls are in place
14. Utilise sound decision-making skills to support the prioritisation of improvement initiatives (in a commercial environment) and identify training requirements for the LifeSight team relating to quality
15. Review feedback from IDRP complaints and ensure appropriate audit and/or process review conducted with resulting recommendations developed and implemented
People Management and Reporting
16. Produce monthly Quality Audit and Report covering a sample of calls and transactions completed on the LifeSight team
17. Work alongside our offshore team who are responsible for Quality Assurance, maintaining positive communication, motivating and coaching all team members and Line management for the Quality Assurance Senior Administrator