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• Identify risks, prepare actions plans and monitor the progress of these action plans.
• Provide input on process and system enhancements, especially in support of product, process or quality issues.
• Ensure that quality assurance is aligned with service standards within the operational environment.
• Monitor and report on the management of service level agreements and turnaround times.
• Maintain service, quality and designed outputs within a specific functional process through ensuring compliance to tactical policies, procedures and standards.
• Share knowledge on, and participate in the creation of new standards, control systems and procedures to maintain service delivery.
• Analyze data to identify areas of improvement in the quality system and develop, recommend and monitor corrective and preventative actions.
• Perform on the job analysis to identify opportunities to improve efficiencies and client service.
• Prepare statistical and trend reports to communicate outcomes of quality activities.
• Create collaborative relationships with other departments to determine internal and external process improvements designed to enhance customer experience and value.
• Develop and audit quality assurance strategies to ensure the delivery of world-class service.
• Root cause and corrective action plans – assess and review complains/concerns/escalations and perform root cause analysis and corrective action planning for recurrent issues.
• Support staff to handle escalated issues and provide guidance for better outcomes, Coordinate issue resolution for all levels of escalated issues as per the SOPs.
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Monitor and evaluate the team performance for consistency in adherence to company guidelines and provide direct feedback to the line manager.
• Make recommendations to management regarding the development of policies, processes and procedures; identify and implement processing efficiencies; identify trends and continuing education opportunities.

ANTI-MONEY LAUNDERING (AML) EXPECTATION:

• Responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries.
• This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality.
• Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.