Rand Mutual Assurance Vacancies 2023 Apply Here Rand Mutual Assurance Careers

THE JOB AT A GLANCE

As Head of Quality Management, you will be reporting into the Chief Operating Officer. You will be responsible for proactively driving quality assurance the development of a quality framework, application of key quality assurance principles, standardization of methodology, measurement of outputs and outcomes and embedding of good practice across all core operations to improve customer experience. You will be responsible for continuously monitoring and evaluating quality standards and developing long term solutions to operational.

 

WHAT WILL YOU DO?

 

Develop a quality framework

• Develop a quality framework
• Define and implement a group wide quality strategy, methodology and principles
• Based on the quality framework, monitor quality and measure customer experience

 

Define quality controls, standards, and strategies

• Define the minimum quality standards for application across all customers facing operational/transactional processes in the business
• Embed quality standards through a continuous process of monitoring and evaluation of the extent to which processes vary from approved minimum standard
• Develop medium to long-term solutions to operational issues/risks/inefficiencies identified with the objective of eliminating errors, re-work and risk exposure for the organisation
• Develop effective benchmarks that measure the impact that workflows and automation have on operations
• Implement tools for measuring outputs and outcomes
• Identity training needs and assess in the development of training programmes

Optimise processes and standard operating procedures

• Partner with operational area SMEs to document and identify ways to optimize process execution
• Develop Standard Operating Procedures for a consistent & standardized execution of work in a discipline/operational area
• Where deviation from SOP has taken place, conduct root-cause analysis, define, and oversee the appropriate execution (e.g., process improvement, training, system enhancement)
• Ensure process flows are aligned to day-to-day operational processes
• In conjunction with business, develop/engineer/re-engineer processes, based on improvements and advise business leaders accordingly
• Lead change management and continuous improvement initiatives in both performance and quality

Team Leadership

• Oversee the performance of the Quality Assurance function to deliver a best in class service to all RMA businesses (COID, Life and AIT) and clients, meeting or exceeding all KPAs and within budget
• Oversee the management of the end-to-end Quality Assurance processes and procedures
• Support cross company initiatives to drive improvements and improve efficiencies
• Enhance the quality of customer interactions, ensuring that quality assurance, compliance, regulatory and legal obligations are met across all interactions
• Eliminate obstacles facing staff, to make sure workloads are fairly spread, and to improve the overall work environment
• Provide application instructions for users
• Create queries, scripts, and other deliverables

Stakeholder relationship management and customer experience

• Work collaboratively with other departments to ensure implementation of standard processes and procedures
• Collaborate with and implement stakeholder management in the matrix structure
• Ensure that business is provided with continuous support and that there is ongoing adherence to processes
• Develop and maintain effective working relationships with stakeholders to develop more opportunities for improvements and detect risk
• Proactively drive the end-to-end quality assurance function, processes, measurements and embed good practice across all core operations in order to improve customer experience
• Continuously monitor and evaluate quality standards and develop long term solutions to operational issues with the aim of eliminating errors, rework, risk exposure for the organisation and poor customer experience.

 

Risk

• Act as the first line of assurance to business to ensure implementation and improvement of process
• Collaborate with risk to ensure that controls are in place to combat risk
• Align measurement criteria to the risk framework and company standards
• Ensure that quality assurance reviews are conducted on day to day operations on a continuous basis
• Ensure that line managers are provided with assurance on the effectiveness and practicability of their processes in line with quality and risk standards
• Ensure that processes are continuously strengthened in order to identify / detect defects
• Oversee post audit reviews to determine how processes have been implemented over time

 

WHAT YOU’LL BRING TO THE TABLE?

• NQF Level 8: Bachelor’s Degree in business administration, commerce, economics, or engineering

• Postgraduate Qualification in Quality Assurance (preferred)
• Certification of quality assurance is a strong advantage (ISO 9000 etc.)
• Lean/Six Sigma (preferred)
• Proven experience improving quality across various business functions
• Service environment/ financial services
• Emphasise group focus
• Minimum 8 – 10 years of experience leading a quality assurance COE function
• Sound knowledge of methodologies of quality assurance principles, methodologies and standards, and the application thereof in insurance environment
• Knowledge of process enhancement and efficiencies
• Ability to engage with business to negotiate agreeing on in-house quality procedures, standards and specifications
• Proven experience improving quality across various business functions
• Knowledge of process engineering
• Leadership and Management skills
• Good communication skills
• The ability to link quality assurance/translate quality assurance processes into world class customer experience
• Use of technology in a quality assurance environment
• Ability to assess customer requirements and ensuring that these are met
• Ability to set customer service standards
• Ability to write management and technical reports and customers’ charters
• Ability to assess training needs for business
• Ability to lead change and improvement within the organisation in performance and quality
• Ability to align levels of work
• Ability to develop and implement quality standards
• Project management

WHAT WILL YOU GET IN RETURN?

We offer great opportunities for personal and professional development in a stable company that’s 127 years strong. The role comes with a competitive salary package and various benefits. Flexible work arrangements (combination of remote and in the office). Furthermore, you will be a part of a dedicated group of colleagues who value teamwork and collaboration.

 

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. Kindly note that should you not receive a response within 21 days please consider your application unsuccessful.

 

 

Our Commitment to transformation:

In accordance with the employment equity plan of Rand Mutual Assurance and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.

• NQF Level 8: Bachelor’s Degree in business administration, commerce, economics, or engineering

• Postgraduate Qualification in Quality Assurance (preferred)
• Certification of quality assurance is a strong advantage (ISO 9000 etc.)
• Lean/Six Sigma (preferred)
• Proven experience improving quality across various business functions
• Service environment/ financial services
• Emphasise group focus
• Minimum 8 – 10 years of experience leading a quality assurance COE function
• Sound knowledge of methodologies of quality assurance principles, methodologies and standards, and the application thereof in insurance environment
• Knowledge of process enhancement and efficiencies
• Ability to engage with business to negotiate agreeing on in-house quality procedures, standards and specifications
• Proven experience improving quality across various business functions
• Knowledge of process engineering
• Leadership and Management skills
• Good communication skills
• The ability to link quality assurance/translate quality assurance processes into world class customer experience
• Use of technology in a quality assurance environment
• Ability to assess customer requirements and ensuring that these are met
• Ability to set customer service standards
• Ability to write management and technical reports and customers’ charters
• Ability to assess training needs for business
• Ability to lead change and improvement within the organisation in performance and quality
• Ability to align levels of work
• Ability to develop and implement quality standards
• Project management