Quality Assurance Manager

BWD Search & Selection; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading pensions firm in the UK is seeking a Quality Assurance Manager to oversee quality reviews in DB pensions administration. The role involves analyzing service quality and implementing meaningful changes through collaboration with teams. Strong expertise in risk and compliance is needed. The position offers a hybrid working model with flexibility on location.

Qualifications

• Deep understanding of pensions administration processes.
• Experience in quality assurance or control in pensions environment.
• Proven ability to track and analyze service quality.

Responsibilities

• Design and deliver targeted quality reviews.
• Track and analyze trends in errors and complaints.
• Build feedback loops for meaningful change.

Skills

DB pensions administration

Quality assurance

Risk management

Compliance

Job description

Overview

The missing piece in this pensions operation? You. If you’ve worked in third-party pensions administration for a while, you’ll know that quality isn't just about ticking boxes. It’s about getting ahead of mistakes before they happen, spotting the pattern, asking the awkward questions, and holding the line on what “good” looks like. That’s exactly the kind of mindset this team needs.

I’m looking for someone who knows pensions admin like the back of their hand, especially DB and ideally DC too, and who’s got a firm grip on risk, compliance, and the processes that underpin good service. You’ll take the lead on all things quality across the admin business. That means owning the internal assurance framework, setting the tone on service standards, and acting as a key line of defence when it comes to risk and error management.

Responsibilities

• Designing and delivering targeted quality reviews across the administration teams
• Tracking and analysing trends in errors, complaints, and near misses to uncover root causes
• Building feedback loops with operational leaders to ensure findings lead to meaningful change
• Working closely with client teams to demonstrate quality controls during audits or governance reviews
• Helping shape internal training and guidance so the same mistakes don’t repeat
• Creating clear reporting that gives leadership a real view of performance
• Acting as the go-to person for quality assurance thinking across the pensions operation

You’re not here to play auditor. You’re here to make things better.

Qualifications and experience

• DB pensions administration (DC a bonus)
• Quality assurance or quality control in a TPA or in-house pensions environment
• Leading reviews and reporting findings to senior stakeholders
• Knowing what “great” looks like, and helping others get there

Fully flexible on location. UK-based role with hybrid working.

About the team and culture

The culture is collaborative, fast-moving, and focused on fixing issues together. The leadership team values constructive challenge and is investing in systems and processes to raise standards across the board.

Equivalent titles/fields: Quality Assurance Manager

Job location and status

London, England, United Kingdom (hybrid)

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