Service Improvement Co-ordinator

3 weeks ago


Leeds, United Kingdom Q Underwriting Full time

The Service Improvement Co-ordinator is part of the businesses first line of defence and will monitor, review and provide support where required to the business ensuring that processes and procedures adhere to divisional requirements and the regulatory framework.
**Key responsibilities: **
- To support the Head of Service Improvement and other team members in the delivery of the divisional risk and compliance agenda and service improvement across the division.
- Working with the business to support in the delivery of key divisional projects including but not limited to new initiatives, product governance and other regulatory/ business changes
- Working with the Group Learning & Development team to ensure Training & Competence schemes are embedded across the division and that colleagues are educated on the importance of delivering good conduct and fair customer outcomes across the division
- Support the Agency management process across the division including the Qtrade and Talisman folders and organising the Agency Committee
- Provide support to the Senior Manager and Certification Regime (SMCR) role holder to enable them to discharge their responsibilities
- Undertaking the logging of Breaches and E&Os and assisting with appropriate Root Cause Analysis (RCA) and engaging with the business to ensure delivery of improvements
- Support on compliance deep dives on local business activity working with the business to close gaps
- Assisting with managing and responding to information requests
- Administrative and management support
- Assisting with the management and tracking Compliance Monitoring and or insurer audit actions
- Developing the induction programme for new starters in Q
- Supporting the learning & development requirements across the division
- Reviewing financial promotions
- Drafting and compiling monthly and quarterly MI reports
- Drafting presentations
- Engaging with stakeholders to arrange project meetings
**Person specification: **

Essential
- Considerable experience gained directly within the insurance broking industry, or lesser experience supported by professional insurance qualifications;
- People management
- 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
- A good academic record.
- A job-related qualification.
- Experience of Account Executive led business as well as volume telesales environments would be an advantage, as would working with marketing material.
- Understanding of the insurance placement process
- FCA handbook knowledge
- Have an understanding of the following from a day-to-day operational control perspective of the rules and regulations relating to retail insurance broking operation; Data Protection Act, Money laundering, Client Monies, ICOBS, Complaints, QA, Money Laundering, Treating Customers Fairly (TCF) concepts, Training and Competency frameworks and requirements, Financial Ombudsman Service (FOS);
- Experience in sign off of financial promotions
**Why Work For Us? **

We are Q Underwriting, a specialist MGA providing more than 30 niche commercial lines products across 3 divisions: Casualty & Construction, Motor, and Property & Package, supported by a dedicated Sales and Marketing team. A robust and reliable partner for brokers, we work with several A rated insurers and write more than £100 million of premium under delegated underwriting authority. All our products are developed in-house by an experienced team of insurance professionals.
Q Underwriting has offices all around the UK and is part of PIB Group which means that we can enjoy the strength and leverage that come with being part of a larger group for the benefit of our people as well as our customers.
REF-205673



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