MasterTrust Pensions Quality Assurance Manager

Join us as a MasterTrust Pensions Quality Assurance Manager within our Outsourcing line of business based out of our office in Redhill working hybrid.

LifeSight is WTWs Defined Contribution (DC) MasterTrust with administration undertaken by WTWs dedicated trust-based business. LifeSight currently has a membership of over 400k with an AUM of c.25bn. You will work closely with the Operational Excellence Manager and will be majorly responsible for Quality Assurance across LifeSight. This will involve embedding behaviours and procedures within the Customer Care teams that deliver the best outcomes for LifeSight members and include overseeing the production of a monthly quality audit and report identifying errors and process failures and then working with the LifeSight Technical & Quality Centre to drive change and improve the quality of service provided to members.

The Role

QualityAssurance frameworkandapproach

• Publication of Quality reports on a half yearly and ad-hoc basis

• Lead and develop the Quality Assurance framework approach andteam managethe quality assurance frameworkacrosstheCustomer Careteams(UK&Offshore)identifyingthemes coachingareastraining needs and identifying best practices.

• Ensure the design and operational activity of the QA team is continuously capable of providing an effective quality service to the organisation.

• EnsurethereisappropriategovernanceofallQualityImprovementactivitiesand representationofLifeSightatOGBinternalqualityforumsandrootcauseanalysismeetings

• WorkwithClient ManagersandAdministrationManagerswhererequiredtoshowcaseQualityAssurance best practices and performance across LifeSight

QualityAssurance management

• Provideeffectiveguidanceandsupporttoadministrationandservicecentreleadersonqualityand customer service matters.
• Recommendchangesto improvequalityassurance andenhancecustomerexperience usingdetailed analysis.
• Drive improvements in business processes and ensure optimal resource utilisation and audit compliant administrative process and strategy
• Identifyingpotentialsourcesoferrorsand/orprocessfailures suggestimprovements andidentify technological enhancements to improve process efficiency and effectiveness
• Developimprovedworkflowsandprocedureguides(eliminatingwastedtimeandreducingfailuredemand) in conjunction with Operational Excellence Manager to improve the quality of work delivered on the LifeSight team
• Employ principles and techniques as defined in the quality audit criteria and develop and implement quality assurance standards processes and controls
• Coordination of call and case quality audits and remediation plans in partnership with Training manager and following up when mistakes are found during internal audit process
• Work closely with Governance Manager to pro-actively record any new issues or risks identified through case and call audits to ensure suitable controls are in place
• Utilise sound decision-making skills to support the prioritisation of improvement initiatives (in a commercial environment) and identify trainingrequirements fortheLifeSightteamrelatingto quality
• Review feedback from IDRP complaints and ensure appropriate audit and/or process review conducted with resulting recommendations developed and implemented

People Management and Reporting

• ProducemonthlyQualityAuditandReportcoveringasampleofcallsand transactions completed on the LifeSight team
• Work alongside our offshore team who are responsible for Quality Assurance maintaining positive communication motivating and coaching all team members and Line management for the Quality Assurance Senior Administrator

What youll bring

• Experience of dealing with DC occupational pension schemes or a Master Trust

• Detailed understanding of requirements regarding Quality Assurance strategy and processes

• Strong pension technical knowledge

• Clear and effective communication skills verbal and written

• Experience of collaborative stakeholder management specifically at customer facing and senior management levels

• Strong influencing negotiation and relationship building skills

• Excellent organisational skills able to prioritise key tasks and focus on delivering them

• Emphasis on attention to detail and accuracy

• Flexible approach and positive attitude and communication style

What We Offer

Enjoy a benefits package designed to help you thrive both professionally and personally. Youll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare life insurance group income protection and regular health assessments all giving you peace of mind. Secure your future with our defined contribution pension scheme featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options access to an employee assistance programme and a fully paid volunteer day to make a difference in your community. On top of these you can opt into a variety of additional perks including an electric vehicle car scheme share scheme cycle-to-work programme dental and optical cover critical illness protection and much more. Start making the most of your career and wellbeing with a range of benefits tailored for you.

Equal Opportunity Employer

Were committed to equal employment opportunity and provide application interview and workplace adjustments and accommodations to all applicants. If you foresee any barriers from the application process through to joining WTW please email

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