Job Description

Working as a member of the MUFG Pension Administration team (MPA), the role will support, assist and coach team members and colleagues in the implementation of all aspects of the Quality Assurance Framework throughout MPA. The role holder will be familiar with pension administration procedures and processes, member needs and the pensions regulatory environment. The QAT will have experience in checking and reviewing the work of others and be confident in providing feedback (both written and verbal) to individuals and line managers, while working effectively with the wider MPA team.

Key Accountabilities and main responsibilities

• Undertake monthly quality assessments and quality assurance sampling for administration
• functions including front-line phone calls and contacts and back-office processing.
• Identifying and putting into place further training and coaching as required to improve service delivery and performance.
• Escalate potential issues to ensure appropriate and consistent adherence to policies and procedures, so that high operational standards are delivered.
• Implement quality assurance standards and procedures.
• Carry out side-by-side and or remote coaching and deliver feedback.
• Document quality audits and other quality assurance activities.
• Actively contribute to the quality assurance calibration process and monthly reports on performance and improvement initiatives as required.
• Make recommendations on development plans to support the ongoing development of technical and soft skills.
• Identify, recommend, and monitor corrective and preventive actions.
• Agree and document action plans and monitor progress.
• Suggest improvements to procedures and processes to prevent future mistakes and improve the customer experience.
• Train and support less experienced members of the QA team on quality procedures, protocols, and documentation.
• Prepare and provide both verbal and written feedback through standard reporting and ad hoc requests.
• Maintain Quality Assurance documentation and Standard Operating Procedures (SOPs) for MPA processes.
• Take an active role in MLA to contribute to the effectiveness and well-being of the team members helping ensure that overall aims and objectives are met.
• Participate in all training provided in relation to company products, operating systems, processes, and procedures, and retain knowledge.
• Any other reasonable duties which may be required by management from time to time.
• Provide a detailed monthly report of quality results

The above list of key accountabilities is not an exhaustive list and may change from time to time based on business needs.

Experience & Personal Attributes

• Experience in Pension Administration
• Good working knowledge of Microsoft Office programs (Outlook, Excel, Word and Visio)
• Experience within customer service / contact centre in a QA role
• Strong analytical skills, able to gather and interpret data, ability to spot trends
• Able to work under pressure and thrive working in a fast paced, target driven environment
• Passion for delivering first class customer service with a primary focus on quality and customer experience
• Active collaborator who excels in a team environment
• Drives to succeed; hard working and seeks continuous improvement

Through our two businesses MUFG Retirement Solutions and MUFG Corporate Markets, we partner with a diversified portfolio of global clients to provide robust, efficient and scalable services, purpose-built solutions and modern technology platforms that deliver world class outcomes and experiences.

A member of MUFG, a global financial group, we help manage regulatory complexity, improve data management and connect people with their assets, through exceptional user experience that leverages the expertise of our people combined with scalable technology, digital connectivity and data insights.