Operations Analyst

Monitored outsourced administration performance, quality, and customer service delivery. Identified trends, training needs, and process improvement opportunities. Conducted quality assurance reviews including file checks, call monitoring, complaints, and key pension processes. Supported project delivery and managed workstreams to agreed deadlines. Ensured outsourced administration teams delivered high standards of customer service and positive outcomes for policyholders.

Led service improvement initiatives across DB pension administration. Supported legislative and compliance-related projects. Facilitated root cause analysis and process improvement workshops. Produced performance reporting and process documentation for senior stakeholders and clients.

Travelling in Costa Rica.

Implemented quality management systems and controls for DC pensions. Led complaint, breach, and root cause analysis activities to drive service improvements. Oversaw operational controls, risk mitigation, compliance monitoring, and audit actions. Managed team performance, training, development, and regulatory compliance. Deputised for the Operational Controls & Assurance Manager.

Assessed business risks and tested controls. Conducted audits, quality reviews, and transactional monitoring. Analysed breaches and trends, reporting findings to senior management.

Assessed customer service quality through call, administration, and process reviews. Coached managers and advisers to improve quality and accuracy. Produced quality and breach reporting and supported the development of monitoring standards.