MasterTrust Pensions Quality Assurance Manager in Redhill

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

• Quality Assurance framework and approach
• Publication of Quality reports on a half yearly and ad-hoc basis
• 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.
• Ensure the design and operational activity of the QA team is continuously capable of providing an effective quality service to the organisation.
• Ensure there is appropriate governance of all Quality Improvement activities and representation of LifeSight at OGB internal quality forums and root cause analysis meetings.
• Work with Client Managers and Administration Managers where required to showcase Quality Assurance best practices and performance across LifeSight.

Quality Assurance management

• Provide effective guidance and support to administration and service centre leads on quality and customer service matters.
• Recommend changes to improve quality assurance and enhance customer experience, using detailed analysis.
• Drive improvements in business processes and ensure optimal resource utilisation and audit compliant administrative process and strategy.
• Identify potential sources of errors and/or process failures, suggest improvements and identify technological enhancements to improve process efficiency and effectiveness.
• Develop improved workflows and procedure guides (eliminating wasted time and reducing failed demand) in conjunction with Operational Excellence Manager to improve the quality of work delivered on the LifeSight team.
• Employ principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls.
• Coordinate call and case quality audits and remediation plans in partnership with Training manager and follow up when mistakes are found during the internal audit process.
• 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.
• 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.
• Review feedback from IDRP complaints and ensure appropriate audit and/or process review conducted with resulting recommendations developed and implemented.

People Management and Reporting

• Produce monthly Quality Audit and Report covering a sample of calls and transactions completed on the LifeSight team.
• 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.

Qualifications

• Experience of dealing with DC occupational pension schemes or a Master Trust.
• Detailed understanding of requirements regarding Quality Assurance strategy and processes.
• Strong pension technical knowledge.
• Clear and effective communication skills – verbal and written.
• Experience of collaborative stakeholder management, specifically at customer facing and senior management levels.
• Strong influencing, negotiation and relationship building skills.
• Excellent organisational skills, able to prioritise key tasks and focus on delivering them.
• Emphasis on attention to detail and accuracy.
• Flexible approach and positive attitude and communication style.

What We Offer

Enjoy a benefits package designed to help you thrive, both professionally and personally. You will receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company. We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your community. On top of these, you can opt into a variety of additional perks including an electric vehicle car scheme, share scheme, cycle-to-work programme, dental and optical cover, critical illness protection, and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

We’re committed to equal employment opportunity and provide application, interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers, from the application process through to joining WTW, please email candidate.helpdesk@wtwco.com.