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Quality Assurance Manager

Eingestellt von Paw Associates Ltd


Quality Assurance Manager

The Role

This Global Health Insurance Business wish to appoint an experienced and innovative Quality Assurance Manager. You will be an exceptional relationship manager who inspires others and who thinks outside of the box and is renowned for making a process driven subject interesting and operationally beneficial.

Working as part of the Customer Services Team, the Quality Assurance Manager you will implement and own the overall governance of our operational processes and policies and ensures that they meet the internal needs and those of the regulators and develop best practice as a result. The Quality Assurance Manager will provides the key interface from compliance, risk management, customer services and relations and the business units to the claims teams and will work within the claims teams to provide solutions and deliver change.

Principle Duties and Responsibilities

Through interaction with internal and external stakeholders, define the policies and processes they need to implement; leading and delivering change where required
Establish systems and processes to monitor and measure relevant operational metrics to ensure compliance with the policies, best practice and internal SLAs
Develop best practices with regards claims governance and their conduct and imbed within the claims teams
Implement the claims internal auditing framework; determining the need; method, outcomes and owning the delivery
Ensure all statutory claims reporting is met
Build training, coordination and communication of governance and best practice matters
Own the claims risk, issues and audit points and implement the relevant mitigation and changes arising
Develop and manage the framework through which they manage the claims delegated authorities and calibrate with the underwriting teams equivalents

Person Specification

Excellent current knowledge of the financial services regulatory environment
Understanding of customer services, claims processing, operational improvement, conduct risk and associated regulations
Proven success in delivering change initiatives and a good understanding of project techniques and life cycle
Creative, proactive, logical and innovative - you do not accept the status quo neither are your approaches grey suit
Able to create the vision and deliver to this; working at a number of levels from oversight to doing'
Highly results driven, with the energy and determination to succeed in a very fast paced environment where the pace of response and leadership is critical to success
Demonstrate a commitment to quality, service and problem management; defining best practice
Experience in developing governance frameworks and auditing mechanisms
Experience of using analytical techniques to interpret data and produce meaningful management information
Experience of implementing systems and processes to monitor performance
Strong relationship building skills and stakeholder management; demonstrated through a history working with senior management in the insurance or related industries
Knowledge of the Health Insurance business would be advantageous


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Paw Associates Ltd

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