Quality Assurance Manager

Quality Assurance Manager
The role can be based anywhere in the UK we are flexible on Location and there will be an element of hybrid working
The Role: 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.
Responsibilities: 
All responsibilities to be undertaken in line with Group Policies and Procedures as expected.

• Undertake 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.
• Identify solutions as part of the review process and delivery findings to business areas in person each quarter.
• Work with the wider Operations team to review internal processes and procedures to ensure compliance with FCA regulations and company procedural standards.
• In conjunction with wider Operations team 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, such as training and process drafting, where required within the wider operations team.
• MI reporting to wider operations team and bussies areas

 
Essential Experience & Attributes:

• Professional insurance qualifications not required but desirable.
• Understanding of the insurance placement process
• Considerable experience gained directly within the insurance broking industry, or lesser experience supported by professional insurance qualifications.
• 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.
• Flexible, enthusiastic, self-motivated, resilient, diplomatic/tactful, team player.

 
Desirable Experience & Attributes:

• A good academic record 
• A job-related qualification
• Experience of Account Executive-led business, volume telesales environment, or previous experience of undertaking a similar assurance monitoring/assurance role, ideally in other brokers/insurers, or other areas of financial services. 
• Strong technical, practical and working knowledge of FCA GI regulation, ideally with London Market and MGA experience, knowledge of other relevant regulation/legislation such as GDPR and IDD are required, and a basic understanding of risk management principles would be beneficial.
• The ideal person for this role combines strong technical subject matter expertise, communication, analysis and stakeholder management skills.
• Enjoys working in a dynamic and changing environment across a wide range of subject matter and business operations and working autonomously and as a member of the team.

 
Further information
 As well as a competitive salary we offer the following benefits -

• Competitive holiday allowance with the annual option to buy additional days 
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes 
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

 
We are proud of our success and growth and have been recognised for many industry awards across our business.  If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you.  PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. 
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.
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