Quality Assurance Team Leader

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Role: Quality Assurance Manager

Sitting as part of the Specialty Division Operations team, the Quality Assurance Team Leader will lead the QA Team to engage with and understand business requirements and evolve QA to drive improvements across the Division. 

They will manage a Divisional Team to oversee, co-ordinate, monitor and provide MI on the line 1 quality assurance monitoring reviews across Specialty Division and Specialty Claims, ensuring all QA is completed in adherence to PIB Standards and Quality Assurance (QA) policy: 

• Leading the team to deliver an efficient review process and effective training to drive improvements in Customer outcomes. 
• Developing good business relationships
• Understanding and meeting our customers’ demands and needs 
• Ensuring business awareness of Quality Assurance Polices, Broking Practices and feedback 

This role sits within the 1st Line of Defence and will help drive improved customer outcomes

Responsibilities

All responsibilities to be undertaken in line with Group Policies and Procedures as expected. 

• Deliver QA across the Division ensuring the QA process is effective, consistent and compliant, inspiring the Quality Assurance Team to drive activity and improved customer outcomes.
• Team supervision, review and identify development needs via regular appraisals ensuring training plans are in place and appropriate coaching is available to enable team members to be fully effective in their roles and support career development.
• Develop and maintain Stakeholder Relationships across the business including the wider Operations team and Compliance.
• Provide both high level and detailed root cause analysis to identify themes / learning outcomes via MI.
• Produce Monthly MI for local, regional and divisional meetings and create, manage and report findings to all stakeholders as required.
• Complete regular reviews of internal processes and procedures to ensure compliance with FCA regulations and company procedural standards. Oversee feedback and training to staff ensuring broking and QAM training materials reflect current requirements.
• Ownership of QA question set and monitoring of Broking Practices to ensure they are up to date, meeting regulatory requirements and relevant to business.
• Provide Line 1 oversight, monitoring and reporting of the business’ adherence to customer and regulatory requirements including check the checker, second person sign off, refund requests, breach and E&O reporting, complaints, fee application, delegated authority, MRC’s etc
• Take ownership of any QA actions resulting from post acquisitions reviews and, working with Compliance Business Partners and / or Operations & Assurance Managers ensure that any Compliance audit findings are implemented by business areas and central monitoring systems updated.
• Take a key role in facilitating QA audit requirements for both internal and Insurer reviews.
• Support Divisional Assurance Officer & Ops Community as required.
• Consumer Duty Outcomes analysing and reporting and any project work as required 
• Participation in divisional risk reviews (where required)

Experience & Skills

• Experienced in Breach & E&O management
• Able to interpret Management Information (MI) and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels and able to use these relationships to deliver service improvements.
• Excellent communication and negotiation skills.
• Minimum 2 years’ experience in a comparable Team Leading Role in a regulated environment.
• Sound industry and market knowledge
• Knowledge of best practice for general insurance
• Regulatory knowledge – an understanding of the following 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);
• Able to build strong internal and external stakeholder relationships
• Determined – focussed on action and delivery
• Attention to detail and accuracy
• 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
• Results focused
• Positive and Problem Solving
• Good Stakeholder management

Further information

As well as a competitive salary we offer the following benefits –

• Competitive holiday allowance with the annual option to buy additional days 
• Death in Service benefit of x4 salary
• Company pension scheme
• Very generous maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes 
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose
• PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
• Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
• PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB’s carbon footprint.

Why Work For Us?

PIB Insurance Brokers are a dynamic insurance broker attracting individuals with a wealth of experience in the insurance market. We provide expertise across a broad range of specialisms including professions, property, construction, transportation, trade credit, real estate, leisure, construction, haulage, and charities.

This is an exciting time to join the team in one of our offices around the UK. Collaboration is at the heart of everything we do and we believe that working together as one team is better for our customers, our businesses, and our employees.

PIB Insurance Brokers 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.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB. 

We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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