Quality Assurance Manager

We’re sorry. We’re no longer accepting applications for this role.

Search and apply for similar opportunities or register your interest to receive alerts of the latest suitable jobs as they become available. 

VN-17350

Permanent

Cardiff

£34,800 to £55,200 Dependent on experience

17 July 2020

This is a fantastic new role which will be responsible and accountable for the quality assurance framework across LGIM Customer and Client Operations.  In this role you will be providing the parameters and oversight of operational activity to promote the highest quality standards possible to support us in providing an outstanding service to our customers and clients.  

Be responsible for developing, implementing, maintaining, reviewing and owning a Quality Assurance Framework that drives efficiency, productivity and mitigate risk whilst producing positive outcomes from a colleague, customer, client, stake holder and business perspective.

Oversee the review and assessment of the effectiveness of existing and new policies, procedures, processes and internal controls to establish the impact on the quality assurance framework and our colleagues, customers, clients and the business. 

Provide quality assurance expertise and guidance for projects and initiatives that impact the operational teams.  Analysing business and/or system changes to establish the impact on customer outcomes and their experience, suggesting and implementing solutions as appropriate. 

Support the training and development of managers and colleagues, creating content and outcomes in collaboration with the Learning and Development team and delivering quality related training as required.  Positively influencing managers to maintain and improve quality awareness, ownership and standards.    

Be responsible for the management, response and reporting of the outputs of the Quality Assurance Framework, creating and maintaining a Quality Assurance Dashboard that provides oversight, insight, root cause analysis, solutions and actions for continuous improvement.   

Analyse feedback from all sources to ensure that customers’ and clients’ reasonable expectations of performance and service are met and where failings are identified, provide information to relevant areas to enable changes to be made to ensure customers and clients are treated fairly. 

Lead, manage, motivate and develop employees at all levels, in a manner that is consistent with the Company’s policies and procedures including the Partnership Agreement, to maximise the performance of your team and area. 

Demonstrate excellent written and verbal communication skills to ensure high quality delivery of information.

Excellent presentation skills within meetings and other forums across a wide variety of stakeholders. 

Excellent management reporting skills, ability to translate data into actionable information, oversight and insight. 

Strong organisational skills, high level of attention to detail, adherence to deadlines in a fast paced environment and stakeholder management and influence. 

Close attention to detail with a proven ability to analyse data and identify potential risks, insight and solutions. 

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For further information please contact Reesa Berry, Resourcing Lead on reesa.berry@landg.com 
 

About L&G

LGIM is the investment management arm of Legal & General Group, a FTSE 100 company. We are one of Europe’s largest asset managers and a major global investor, with assets under management of £1.1tn* (as at 30 June 2019). Our success has been built by focusing on clients and providing them with services and solutions that meet their needs. We offer strategies across the full spectrum of asset classes, including equities, bonds, property, alternatives and cash, as well as multi-asset strategies tailored to the needs of institutional and retail investors.

LGIM is one of the world’s leading providers of index fund management. We are at the forefront of developments in liability-driven risk management solutions for defined benefit pension schemes, a leading provider of defined contribution solutions and also offer wide range of strategies to help our clients manage their investment objectives. LGIM continues to innovate as markets evolve, building strong relationships with clients including pension scheme, sovereign wealth funds, wealth managers and other professional investors.

We understand that our scale brings responsibilities. We play an active role in the companies we invest in, from exercising shareholder voting rights to directly engaging with companies at a board level. By engaging with businesses, we aim to unlock value for investors and shape the future and sustainability of financial markets.

In addition to having a leading position in the UK, we have selectively expanded into new markets across Europe, the Middle East, Asia and the US. We believe that translating our capabilities to reflect the needs of our international clients will mean we are well placed to help them achieve their objectives.

*LGIM internal data as at 30 June 2019, including derivative positions and advisory assets. These figures include assets managed by LGIMA, an SEC Registered Investment Advisor.

About the business area

With a team of over 600 people servicing over 3.5 million customers and over 17,000 corporate clients our DC Pensions business helps people plan and save for their retirement. Our vision is to be the long term savings partner of choice for our customers and clients; we achieve this by delivering an outstanding service and experience, putting our colleagues, customers and clients at the heart of everything we do.  

We’re a trusting, enthusiastic and commercially ambitious business who really cares about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

About L&G

LGIM is the investment management arm of Legal & General Group, a FTSE 100 company. We are one of Europe’s largest asset managers and a major global investor, with assets under management of £1.1tn* (as at 30 June 2019). Our success has been built by focusing on clients and providing them with services and solutions that meet their needs. We offer strategies across the full spectrum of asset classes, including equities, bonds, property, alternatives and cash, as well as multi-asset strategies tailored to the needs of institutional and retail investors.

LGIM is one of the world’s leading providers of index fund management. We are at the forefront of developments in liability-driven risk management solutions for defined benefit pension schemes, a leading provider of defined contribution solutions and also offer wide range of strategies to help our clients manage their investment objectives. LGIM continues to innovate as markets evolve, building strong relationships with clients including pension scheme, sovereign wealth funds, wealth managers and other professional investors.

We understand that our scale brings responsibilities. We play an active role in the companies we invest in, from exercising shareholder voting rights to directly engaging with companies at a board level. By engaging with businesses, we aim to unlock value for investors and shape the future and sustainability of financial markets.

In addition to having a leading position in the UK, we have selectively expanded into new markets across Europe, the Middle East, Asia and the US. We believe that translating our capabilities to reflect the needs of our international clients will mean we are well placed to help them achieve their objectives.

*LGIM internal data as at 30 June 2019, including derivative positions and advisory assets. These figures include assets managed by LGIMA, an SEC Registered Investment Advisor.

About the business area

With a team of over 600 people servicing over 3.5 million customers and over 17,000 corporate clients our DC Pensions business helps people plan and save for their retirement. Our vision is to be the long term savings partner of choice for our customers and clients; we achieve this by delivering an outstanding service and experience, putting our colleagues, customers and clients at the heart of everything we do.  

We’re a trusting, enthusiastic and commercially ambitious business who really cares about helping our customers save for their future. We value each other and take absolute pride in performing at our very best.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.