Pensions Quality Assurance Manager

1 week ago


Redhill, Surrey, United Kingdom WTW Full time
Quality Assurance Manager - Pensions Complaints

This role is responsible for establishing the framework and responsibilities of Quality Assurance requirements across LifeSight. The successful candidate will implement a Complaints team that responds to complaints, provides guidance, and monitors all complaints. In cases where a client experiences a peak in complaint cases, the Complaints team will provide support and handle case processing until the issue is resolved.

As a member of the WTW team, you will be rewarded with a competitive salary and benefits package, including a company pension scheme, life insurance, medical insurance, and flexible benefits.

Key Responsibilities:
  • Ensure complaints are handled efficiently and effectively, delivering good customer outcomes while adhering to the firm's policies and procedures.
  • Promote a culture of continuous improvement, actively participating in the development and maintenance of team processes, policies, and standards.
  • Use Root Cause Analysis findings to drive change and improve WTW Outsourcing controls and processes.
  • Provide an efficient and professional complaints management service to meet client and member needs, promoting the WTW brand and values.
  • Take lead on individual complaint cases, working with Client Managers and Administration Managers to negotiate claim settlements.
  • Collaborate with the offshore Quality Assurance and Complaints team, motivating and coaching team members to achieve set objectives.


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