Offer summary

Qualifications:

Current knowledge of regulatory requirements in insurance operations., Experience in people management, either in leadership or mentoring roles., Strong analytical and investigative skills with a focus on problem-solving., Professional certification in relevant industry qualifications is desirable..

Key responsibilities:

Conduct quality audits and root cause analysis across customer-facing operations.

Manage the team's daily workloads and review audit results.

Plan and ensure targets are met while promoting fair customer outcomes.

Maintain and update management information on a regular basis.

Job description

An exciting opportunity has arisen to become one of our Senior Quality Assurance Officers undertaking quality audits within our first line on matters relating to conduct, business and service standards. You will support the Head of QA to ensure we adhere to our QA framework in order to manage risk and delivery the quality agenda. You will monitor, assess and benchmark quality across all customer facing operational areas, manage the team’s day to day workloads and review the team’s audits, logging results accordingly.

Key Role Accountabilities

Carry out quality audits and root cause analysis across all customer facing operational areas, providing feedback and suggestions for improvements to enhance quality and customer outcomes.
Complete calibrations with the team to ensure consistency in audits.
Look into and investigate appeals that arise from audits.
Plan workloads for yourself and the team to ensure targets are met and drive a culture of fair customer outcomes.
Update and record MI daily, weekly and monthly.
Maintain an understanding of regulatory requirements and ensure they are enforced.

Person Specification

Knowledge of working in a regulated environment, particularly related to general insurance and related products is desirable.
A good understanding of end-to-end business processes and procedures and able take a pragmatic approach to implementing change.
Building relationships – a level of gravitas that enables support, guidance and challenge of leaders in the business.
Strong organisational and communication skills with high attention to detail.
Can use initiative, be proactive, implement an enquiring approach and be resourceful.
Demonstrate adaptability, ability to embrace and respond positively to change.
Analytical and investigative skills, logical reasoning and problem-solving skills – individually and collaboratively.
Able to work under pressure, learn quickly and work with new processes and systems.

Essential

Qualifications & Experience:

Current up to date knowledge of regulatory requirements and good knowledge of insurance operations and processes, preferably in a broking environment.
People management experience either in a leadership or mentoring position.

Desirable

Professional Certification – relevant industry qualifications, e.g. Cert CII.
Experience of managing large sets of data and strong analytical skills.
Quality auditing experience in a financial services regulated environment.

Benefits

In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

Holiday entitlement of 26 days plus bank holidays
Opportunity to progress your career across the entire Ardonagh family
Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
Pension scheme for when you feel it’s time to retire
24-hour Employee Assistance support for you and your family’s physical and mental wellbeing
Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
One day paid volunteering to give back to our communities
Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.

#AIB

Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.

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