UK and IE Lead of Quality | Thornton Heath, UK

Allianz; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is seeking a Quality Lead for the UK and Ireland. The role involves managing quality processes, enhancing customer satisfaction, and leading a high-performing team. The ideal candidate will have over 10 years of experience in intercultural operations and a strong understanding of the UK regulatory environment.

Qualifications

• 10+ years’ experience in intercultural operations within insurance, assistance, or banking.
• Strong knowledge of quality and complaints environments.
• Experience executing large-scale strategies with cross-functional approaches.

Responsibilities

• Develop and implement the quality management strategy.
• Conduct audits and assess adherence to quality standards.
• Drive service and process improvements, reduce leakage.

Skills

Communication

Teamwork

Flexibility

Multitasking

Job description

Job Title - Quality Lead - UK and IE

Department: Operations support
Location: Croydon - Hybrid (3 days in the office, 2 days at home) + regular international travel to other group sites

The role: The Quality Lead for UK/IE is part of the regional quality organization, reporting to the Regional Quality & Training Lead in Operations. The role involves ensuring and enhancing service quality, managing quality processes, customer satisfaction, complaints, and leakage. Responsibilities include developing quality strategies, overseeing assurance processes, and fostering continuous improvement. The role collaborates with central and cross-functional teams to uphold quality standards, meet regulatory requirements, and promote a quality-driven culture, ultimately delivering high-quality outcomes and high customer satisfaction.

Primary objectives: Manage complaints, drive quality assurance audits, monitor customer satisfaction (VoC/NPS), identify improvement areas, implement initiatives aligned with group strategy, and conduct OFR/CFR to identify leakage and define improvement measures.

Hours: 35 hours/week, Monday to Sunday, 07:00 - 18:00. Hours may vary based on business needs.

Key Responsibilities

1. Quality Strategy: Develop and implement the quality management strategy.
2. Cross-Functional Collaboration: Work with various departments to integrate quality measures.
3. Quality Culture: Promote initiatives to foster a culture of quality.
4. Quality Standards: Establish and maintain high standards aligned with industry, group, and regulatory requirements.
5. Quality Audits: Conduct audits, assess adherence, and develop corrective actions.
6. Quality Certification: Drive ISO and other certifications locally.
7. Quality Assurance: Plan, implement, and monitor assurance processes for compliance.
8. Quality Metrics: Establish and report KPIs.
9. Customer Satisfaction: Monitor VoC/NPS, enhance service quality, and coordinate VoC launches.
10. Quality Committees: Lead quality circles and B-Partner quality committees.
11. Complaints Management: Implement and maintain complaint processes, track issues, and support reporting.
12. Complaints Handling: Manage and resolve customer complaints effectively.
13. Continuous Improvement: Drive service and process improvements, reduce leakage, and conduct quality meetings.
14. Customer Feedback: Analyze feedback and integrate insights into improvements.
15. Leakage Management: Establish control measures, track leakage, and collaborate on actions.
16. Process Development: Lead design and improvement of quality processes.
17. Risk Management: Identify and mitigate quality risks.
18. Documentation: Ensure proper documentation of processes and outcomes.
19. Financial & Budget Management: Manage the quality scope budget.
20. Team Leadership: Build and lead a high-performing team, promote a culture of excellence, and embody company values.

About you

Essential:

• 10+ years’ experience in intercultural operations within insurance, assistance, or banking
• Strong knowledge of quality and complaints environments
• Experience executing large-scale strategies with cross-functional approaches
• Understanding of UK regulatory environment
• Focus on customer satisfaction and process efficiency
• Ability to interact with senior management and articulate clearly
• Strong communication, teamwork, and flexibility
• Ability to multitask and work remotely in an international setting
• Fluency in English

We are committed to diversity and inclusion, welcoming applications from all backgrounds. Join us to help build a better future for our customers and the world.