Quality Assurance Officer, Stanbic IBTC Pension Managers

The Quality Assurance Officer will be responsible for monitoring evaluating and improving administrative processes services and outputs. The role ensures compliance with policies service standards internal controls and regulatory requirements while championing continuous improvement initiatives that enhance stakeholder satisfaction and operational efficiency.

Key Responsibilities

• Conduct periodic reviews of administrative processes to ensure compliance with approved policies procedures and service standards.
• Monitor adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Identify process gaps non-compliance issues and recommend corrective actions.
• Review workflows to identify opportunities for process optimization and automation.
• Conduct root cause analysis of service failures complaints and operational errors.
• Monitor vendor performance against agreed service standards and contractual obligations.
• Support internal and external audits through effective documentation and reporting.
• Ensure administrative procedures SOPs and policies remain current and properly documented.
• Collect and analyze stakeholder feedback to improve service delivery.
• Prepare quality assurance reports dashboards and performance analytics.
• Support quality awareness initiatives and staff training on compliance requirements and service excellence.

Qualifications :

Type of Qualification: Bachelors degree
Field of Study: in Business Administration Economics Accounting Management or a related discipline.

Experience Required

• 3 years experience in Quality Assurance Administration Operations Audit Risk Management Process Improvement Procurement or Facility Management.
• Strong analytical reporting and problem-solving skills.
• Working knowledge of quality management principles and operational excellence practices.
• Knowledge of SAP or other procurement/enterprise systems.
• Understanding of corporate governance compliance and audit frameworks.
• Knowledge of the pension financial services or related sectors will be an advantage.

Additional Information :

Behavioural Competencies:

• Interacting with People
• Interpreting Data
• Providing Insights
• Team Working
• Upholding Standards

Technical Competencies:

• Data Management (Administration)
• Project Management (Project Mgmt)
• Quality Control
• Quality Management

Remote Work :

No

Employment Type :

Full-time