Quality Assurance Manager

Job Title – Quality Assurance Manager

Contract – Permanent

Salary – £35,000

Location: Travel across sites within Specialty division – based in most convenient location

Job purpose:

The Quality Assurance Manager will develop, manage, deliver, monitor and report on Quality Assurance throughout the Speciality Division ensuring that processes are

current, accurate and in accordance with FCA Regulations and the Speciality Division procedural standards.

This role sits within the 1st Line of Defence and will help drive improved customer outcomes.

Key responsibilities:

All responsibilities to be undertaken in line with Group Policies and Procedures as expected.

• Undertake Line 1 quality monitoring reviews throughout the Speciality division reporting findings to all stakeholders
• Identify themes / learning outcomes further to quality monitoring reviews and assist business areas by providing root cause analysis and training to staff
• Work with the Operations & Assurance Managers and / or Divisional Assurance Officer to review internal processes and procedures to ensure compliance with FCA regulations and company procedural standards
• In conjunction with Operations & Assurance Managers ensure that any Compliance audit findings are implemented by business areas and central monitoring systems updated
• Provide monitoring, review, oversight and reporting of the business’ adherence to customer and regulatory requirements including check the checker, second person sign off, refund requests, breach and E&O reporting, complaints, fee application, delegated authority, MRC’s etc
• Oversee and monitor breach logging, further to QA findings, undertaking appropriate root cause analysis and engaging with the business to ensure delivery of improvements
• Participate in Project Activity where required within the wider operations team

Person specification:

Qualifications

• A good academic record.
• A job-related qualification.

Experience

• Considerable experience gained directly within the insurance broking industry, or lesser experience supported by professional insurance qualifications
• Experience of Account Executive led business and / or volume tele-sales environment Knowledge
• Understanding of the insurance placement process
• FCA handbook knowledge have an understanding of the following from a day-to-day operational control perspective of the rules and regulations relating to retail insurance broking operation; Data Protection Act, Money laundering, Client Monies, ICOBS, Complaints, QA, Money Laundering, Treating Customers Fairly (TCF) concepts, Training and Competency frameworks and requirements, Financial Ombudsman Service (FOS);

Skills

• Well-developed report writing, verbal and written communication and presentation skills;
• Familiarity and competency using MS Office (Word, Excel, Outlook)
• Strong organisational and time management skills
• Good written and verbal communication
• Ability to influence
• Strong stakeholder management
• Attention to detail

Attitude

• Flexible
• Enthusiastic
• Self-Motivated
• Resilient
• Diplomatic/Tactful
• Team Player

For extra information please contact:-

London: 0203 411 8430

Email: admin@lawesgroup.co.uk