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Customer Services Quality Assurance Team Leader

2 months ago

Potters Bar, United Kingdom Canada Life Limited Full time
Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

• Management of the First Line Quality Assurance Testing Team to confirm process adherence including sampling written and written and verbal communications.
• Ownership of the Quality Assurance Framework and testing plan for Customer Services
• Provide insightful evidenced based feedback to Senior Managers
• Collation and reporting of meaningful Quality MI which highlights root cause and risks across products and entities

What You'll Do

• To lead a team of expert Quality Assurance analysts with knowledge of business processes, data protection and risk management to sample process adherence including written and verbal communications across Customer Services.
• To recruit, develop and coach direct reports, ensuring that the team members' performance and capability aligns with the department objectives. In addition, developing all employees as appropriate to ensure successful succession plans are in place
• Design and maintain a testing framework that will support the identification of risk, process improvement and enhancements to the customer journey including vulnerable customers.
• Design, own and monitor the annual testing plan, reprioritising where risks, process or regulatory changes are identified. Allocating team resources to ensure that activities are completed on time.
• To provide evidence-based feedback to senior leaders and managers to enable performance to be managed and areas for risks, process adherence, training and improvement identified.
• To produce meaningful management information relating to quality activities, including root cause analysis, process improvement and identification of training needs.
• Identify and log any risk events and complaints identified whilst undertaking quality testing and feed back to line managers
• Support ad hoc projects/improvement initiatives working both internally and externally as required

Who You Are

• Evidence of Team Leadership /people management across a risk and Controls environment
• Demonstrable Risk, Data Protection and Complaints experience in Financial Services
• Proven analytical and problem-solving skills as well as the ability to produce meaningful reports
• Diligent and conscientious in the accuracy of their work, excellent attention to detail
• Excellent written and verbal communication skills
• Strong experience in delivering confident and engaging training
• Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
• Excellent relationship building skills with colleagues at all levels in the business
• Ability to operate in a fast paced, dynamic environment and able to work under pressure
• "Can Do", proactive attitude
• Intermediate knowledge and experience of MS Office

Qualifications

• Minimum 5 A* - C / 9 - 4 Grade GCSEs (including English and Maths) or equivalent - essential
• Hold 2 CII exams or equivalent - essential
• Introduction to Risk Management exam - pass within 18 months of commencing role

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.

"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for.