Technical and Quality Assurance Analyst

About Us

Isio was ‘born’ in , and we’ve been challenging existing thinking on pensions, benefits and investment advice ever since. We provide companies, trustees, and individuals with the highest levels of expertise across our core pensions business, which includes Actuarial & Consulting and Pensions Administration, as well as our complementary services: Investment Advisory, Reward & Benefits and Wealth Planning. Our heritage gives us a unique edge. Decades of experience, combined with the independence we enjoy today, enables us to be agile and invest quickly in innovative new solutions for our clients and society. Our relentless focus for better means we challenge tradition with the clear ambition to bring our industry into the modern world. Something we achieve, in close collaboration with our clients, day in, day out. And while Isio is a young company, our people are some of the most experienced in their fields, bringing track records of having achieved commercial advantage for clients across pensions. Improving on long-accepted industry practices continues to drive us – and our business – forward. We are proud to work with a third of the FTSE , with over boards of trustees, and across all sectors. Isio are committed to delivering better opportunities for our people and our clients. Since launching, we have acquired Premier Pensions Management Ltd. to extend our service offering to new and existing clients. This year, we acquired Deloitte Total Rewards & Benefits Ltd., positioning Isio as one of the largest pensions advisory businesses in the UK. We are a People First business, so we want to make sure that you are supported to reach your goals, whatever they may be. We’ll support you with studying, be flexible around family life and enable you to give back to the community through paid volunteering days. We aim to create an environment where you can succeed in a role which makes the most of your existing skills and develops new ones. We are committed to equality, diversity and inclusion – bringing your whole self to work every day. We have hubs across the UK and many of our roles are flexible in location to help create a work-life balance that works for you. Isio Group are an equal opportunities employer and we welcome applications from all suitably qualified candidates.

Role and Responsibilities

• Complaint and error handling.
• Assisting and completing audits covering the ISO , AAF and PASA accreditations.
• Completion of internal quality assurance audits, reviewing representative samples against internal and external standards.
• Identifying measures and performance indicators and implementing process improvements.
• Keeping up to date with technical standards and ensuring these are communicated and implemented across the Operational teams in a timely manner.

Complaints and Errors

• Responsible for complaint and error handling and analysis, writing responses to complaints and errors, highlighting trends and risks and making recommendations for continuous improvement.
• Monitoring the Complaint and Error log and working with teams to manage and resolve complaints satisfactorily to completion.
• Liaising with the Risk and Operational teams to agree actions for cases that have potential liability, IDRP involvement and/or risk to reputational damage.

Audit

• Supporting audits covering the AAF, ISO and PASA accreditations.
• Implementing improvements identified in audits.
• Performing the Quality Manager role within the ISO Quality Management System.

Quality Assurance

• Identifying measures and performance indicators to ensure standards and statutory and legislative requirements are attained.
• Completing regular internal quality assurance audits, providing constructive feedback and ensuring continuous improvement programmes are implemented across the Operational teams.
• Reporting on results and outcomes of quality assurance audits to senior management.

Process / Best Practice

• Identifying, developing and implementing processes and procedures in line with best practice.
• Training individuals and teams to ensure adherence to internal quality standards and statutory and legislative requirements.
• Creating and maintaining a suite of standard letters, communications and member web to ensure compliance with internal standards and statutory and legislative requirements.

Technical

• Communicate and embed technical and regulatory changes across the Operational teams.
• Attending internal and external meetings to provide technical support and guidance on related client administration issues.
• Provide concise technical and regulatory updates as well as nationwide projects (e.g. Pension Dashboard) for both internal and external parties including senior colleagues and clients.
• Answering technical queries from the Operational teams in conjunction with the Isio Research and Development team to deliver the right outcomes and outstanding customer service.
• Managing the technical enquiry mailbox.
• Maintain the content of Isio’s Technical information hub.
• Recording and publishing technical queries and updating and improving standard procedures as necessary.

Experience and Competencies Required

The ideal candidate will already be working within the Third-Party Administration sector and should possess strong communication and advanced numerical skills. They should be team orientated but also have the ability to work alone with minimal supervision. They will have excellent interpersonal skills and a logical approach to problem solving, as well as being curious on how things could be improved. They will have the ability to work under pressure and to deadlines. The experience and competencies that are required by an individual to successfully undertake this role are outlined below.

• Several years experience of delivering administration services to Defined Benefit pension schemes.
• Desire to improve standards, identify gaps/risks and develop new procedures to address these.
• Excellent complaint handling and communication skills.
• Experience of audit management and implementing continuous improvement programmes.
• Exceptional technical and legislative knowledge and understanding how these impact the Operational teams and systems.
• Significant experience of training and developing others.
• Experience of preparing reports and communicating both internally and externally in writing and in person.
• A-Level or equivalent.
• APMI, DPA or equivalent professional qualification.
• Experience of Profund, oPen 2 and Intellipen.
• Experience of Bizflow.
• Experience of supporting AAF, ISO and PASA accreditations.