Quality Assurance Department Manager

Job content

Description
The Head of Conduct & Quality at AXA Health is currently looking to strengthen and broaden the Conduct and Quality Function team. As a result, we’re seeking a talented and experienced Quality Assurance Department Manager to join AXA Health at this exciting time, with significant investment and digital developments planned.

The role of the Quality Assurance Department Manager is to be responsible for the management of the Quality Assurance Team of specialists performing multidisciplined ‘check the checker’ activity, whilst working collaboratively with the Quality Checking (QC) function, albeit it operationally independent. At the core, the role manages and delivers the quality checking activity, providing operational effectiveness, ensuring quality frameworks are embedded and applied across the key areas of the AXA Health business such as sales, complaints, customer services and claims. Regulatory expectations from the FCA are required to be met, seeking second line compliance advisory support as required.

Responsible for building and maintaining relationships with colleagues and stakeholders is key not only for driving continuous business improvement and engagement but for the facilitation of highly effective Quality Assurance that will be delivered through this role. Improving customer outcomes and putting the customer at the heart of everything we do, provides the platform for the team to be successful and drive the right behaviours.

At AXA we’re adopting a Hybrid way of working, empowering our people to balance their time between home and the Tunbridge Wells and Bournemouthoffices in a way that works best for them, their team and our customers.

What you’ll be doing:

• Management of a team of Quality Assurance (QA Check the Checker) specialists, who complete QA work for the following disciplines: sales (Individual group leavers & acquisitions); sales (SME & large Corporate); complaints and customer service; claims; broker oversight, broker onboarding and delegated authority.
• Oversight of Quality Assurance activity on sampled sets of Quality Checked cases, for all areas detailed within.
• Where appropriate, conduct additional / thematic reviews through Quality Assurance activity where customer interactions may not be subject to QC.
• Oversight of the work carried out by the Quality Assurance team, to ensure reviews are being carried out consistently and effectively including follow up on any remedial activity required and liaison with relevant QC owners.
• Tracking remedial activity proposed to address any gaps identified in the Quality Checking process / quality frameworks.
• Working with colleagues across the different business areas to ensure best practice is shared, systemic issues are identified and resolved and to share feedback and recommendations to drive continuous improvements.
• In consultation with the QC Manager, supporting business areas with unusual scenarios that may arise to ensure they had handled in line with the quality framework and regulatory expectations.
• Building and maintaining excellent relationships, providing informed and robust challenge at a senior level, to drive improvement, education and understanding in the business.
  
  

Qualifications

• Experienced insurance professional with strong knowledge of applicable FCA regulation and customer focused expectations.
• Subject matter expertise in Quality Assurance (or similar control function) in the insurance sector.
• Excellent oral and written communication, planning, networking, and management skills.
• Experience of working in a cross-functional collaborative environment and driving common purpose.
• Excellent stakeholder management, relationship building and influencing skills at a senior level.
• Strong ability to identify opportunities for process enhancement.
• Ability to interpret complex, sometimes subjective information to effectively solve problems and present solutions.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Holds self and others accountable to meet commitments.
• Builds partnerships and works collaboratively with others to meet shared objectives.
• Handles conflict situations effectively and diplomatically reaching amicable conclusions.
  
  

What We Offer
One of the best things about joining AXA is our rewards package. At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Annual Base Salary - £60,000 to £80,000 based on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 3 days leave
• AXA employee discounts
• Gym benefits
  
  

AXA is proud to support the needs of our employees and as such understands everyone has individual work and home life responsibilities. We’re happy to discuss flexible working arrangements for this role, should this be a requirement for you.

At AXA, we want to become one of the most inspiring companies to work for and to achieve this ambition, we need the best talent to come and work for us. We look for candidates with the right skills and values to join us and selection is based on a fair and equal process. We’re proud to be committed to equal opportunities and welcome applications from all backgrounds. As a financial services company, all successful candidates will be subject to preemployment checks, so we can ensure regulatory compliance.

To apply, click ‘Apply Now’ and you’ll be able to upload your profile/CV from there. If you require an alternative method of applying or would like to discuss this role further, please send an email to kate.wilding@axa-uk.co.uk.



About AXA
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.

But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.

You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.

Every large company today talks about supporting diversity and inclusion. But at AXA UK, these values form an integral part of everything we do. For us, it’s about bringing together the best talent, helping people to realise their full potential by being 100% themselves at work and delivering outstanding service to everyone – regardless of difference.

AXA Health is the UK healthcare specialist for the AXA Group.

Whatever our customers’ health goals, we help them get there. That could be getting someone physio for an injury that’s holding them back, or finding them the right specialist to take their treatment forward.

Our team are experts in their fields: from experienced cancer nurses to pioneering data analysts; from our highly respected customer service team to our wide-ranging in-house team of clinicians. We all work together to be the best we can be.