Senior Technical and Quality Assurance Specialist
1 month ago
About Us
Isio is a leading provider of pensions, benefits, and investment advice. We have a unique heritage and a relentless focus on delivering better outcomes for our clients and society.
Our team is responsible for handling and analyzing complaints and errors within our Operational teams. We provide expert advice and lead on improvement activities by identifying technical issues and learning from areas of good practice.
Role and Responsibilities
The main duties of this role include:
- Complaint and error handling and analysis
- Assisting and completing audits covering 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 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 programs 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
- Communicating and embedding technical and regulatory changes across the Operational teams
- Attending internal and external meetings to provide technical support and guidance on related client administration issues
- Providing 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
- Maintaining 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-oriented 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 about 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.
Essential:
- Several years of 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 programs
- Exceptional technical and legislative knowledge and understanding of 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
Desirable:
- 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
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