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Pensions Quality Assurance Analyst
At Isio, our purpose is to create better outcomes for our people, our clients and society.
Our Technical & Quality Assurance Team
In line with our vision for excellence, the primary objective of the Pensions Technical & Quality Assurance team is for quality to be tangible and visible in every aspect of our operations. By integrating a quality-first approach, the team aims to elevate our service delivery standards, thereby assuring our clients of our commitment to the best possible service.
The team are also responsible for providing expert technical advice to our operations team and support with complaints management.
What's the role?
As Pensions Quality Control Analyst you will be key to the delivery of defined benefit quality assurance sampling and investigation, identifying and developing service improvements, managing complaints and errors, and helping administration teams adhere to AAF, PASA and ISO 9001 standards.
We are a people-first business and we are seeking an experienced, motivated and highly organised individual with DB pensions experience to join our team.
The role can be based in our Croydon, Reading, Birmingham, Manchester or Leeds office with a hybrid workstyle.
Key responsibilities
- Quality Assurance sampling (DB Schemes) - periodic testing of key controls in quality audits, testing of new admin procedures following legislative change and new scheme implementation, and other KPIs
- Complaint and Errors - help to manage and resolve customer complaints and errors and identify any learning outcomes to be implemented.
- Quality Audits and Accreditations - assisting with our quality audit processes, including ISO9001, AAF 01/20 and PASA.
- Process Improvements - identifying and helping to implement process improvements to enhance our performance
Key Experience and Competencies Required
The ideal candidate will already be working within the Third-Party Administration sector. As well as having excellent written communication and interpersonal skills, they will be team orientated but also have the ability to work alone with minimal supervision. They will have a logical approach to problem solving as well as:
- Experience - experience of delivering administration services to Defined Benefit pension schemes, responding to complex enquiries, producing high quality reports to deadlines and handling customer complaints.
- Knowledge - a deep understanding of Defined Benefit pension schemes and how technical and legislative provisions impact the service provided by pensions administration teams and systems.
- Peer review and/or quality assurance sampling -experience in checking member event cases (e.g. retirement, transfer, death quotes and settlements), or experience in quality assurance sampling and reporting for defined benefit schemes.
- Enthusiasm and motivation - evidence of an unwavering desire to improve standards, identify gaps/risks and develop new procedures to address these.
- Excellent time management - the ability to manage multiple tasks and consistently deliver to deadlines.
- Excellent communication - the ability to communicate clearly and concisely, build relationships and manage expectations.
Demonstrated Commitment to our Core Purpose
- Power in Partnership: We work in partnership with our clients & each other - building open and trusted relationships. Working together allows us to deliver the best for our clients.
- Future Focus: We want to push our industry forward by solving problems in better ways that benefit both our clients & society.
- Strength in Difference: We work with diverse perspectives to find better solutions. Working with differences makes us stronger.
- People First: We recognise that pensions is a people business. People are the source of Isio's expertise and it is people's lives that we affect through our advice.
What we offer you
Isio is a people business, and we're committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that'll be available to you will enable you to do this.
On top, we also offer:
- A competitive remuneration package, including a discretionary bonus scheme
- A defined contribution pension scheme
- Life insurance
- Healthcare benefits
- Income protection
- 25 days annual leave, plus bank holidays and two 'Company' days - a celebration day for you and an extra day over Christmas, and the option to purchase additional holidays
- Corporate Social Responsibility (CSR) allowance
- Flexible working
- A flexible benefits package
- Development programmes including technical and non-technical training support and mentor programmes
- Study support including materials, exam fees and study days
Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.