Quality Assurance Manager

Job Description

Your new roleNational Highways have an excellent opportunity for a Quality Assurance Manager. In this role you will be responsible for creating, implementing and monitoring a quality assurance framework which will set the standards for how we manage network claims. Theywill be responsible for ensuring standards are upheld and where they fall short, interventions are designed and implemented. Reporting progress against the framework to the Network Claims leadership team will be critical to provide assurances or gain buy infor interventions identified.For this role travel to Birmingham and other regional offices will be required.What youll be leading on Develop and implement a quality assurance framework for the claims handling division including standards specifically in relation to: Compliance with regulations/legislation/timeframes - all decisions made must be within relevant regulations/legislation - failure to do so could result in a financial loss or reputational risk for National Highways, therefore the development of a robustgovernance system is essential. Adherence to policy and other related frameworks such as Managing Public Money Customer experience and compliance with our customer KPI - particularly in relation to Red Claims (claims made against National Highways), there is a reputational and legal risk of not making decisions within the legislative framework Claims Handler performance and decision making. Financial delegations implementation and compliance - ensure that decisions are made within the permitted delegations Assess any changing business processes and practices against the framework to ensure alignment before they are implemented. Develop and maintain strong collaborative relationships with claims managers, claims teams and other key internal and external stakeholders, to ensure full mutual understanding of our strategic and delivery objectives. Provide analysis and insights on the quality of our decisions and decision-making processes identifying areas of improvements. This will be done by random sampling of open claims at different claims stages to ensure the correct process is being followed. Identify from auditing and review work, and gaps in knowledge and work with Team Managers to develop training and development plans.To be successful Quality assurance management experience in a casework driven environment. Experience of developing a quality assurance framework from scratch and aligning to corporate KPIs. Proven experience supporting the development of strategies and plans. Demonstrable experience undertaking and delivering projects in a timely manner to a high quality. Experience of working within a claims handling environment and/or legal/regulatory environment in a senior role is desirable Experience of implementing and reviewing policies and processes. Experience of working with recognised quality and accredited quality standards (ISO9001) About Us Why you should join usAt National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. Were proud that as an organisation we are continually striving to dobetter and actively encourage and support our colleagues to do the same with their careers.So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it - then youll be a great fit for our organisation.