Description Are you able to take full ownership and control of building and maintaining a Quality Management System in a complex pensions organisation? SPPA administer public sector pensions to over 600,000 members in 4 major schemes, delivered across an operational area of over 200 colleagues. The Quality & Care remit is to centralise the operational controls to prevent fraud and error that may affect pensions, data, and payroll delivery in partnership with colleagues from Policy, Risk, Audit, and Governance. The Quality & Care team works with Technical Services to build a clear Terms of Reference for use in quality assurance and customer care review, using this to identify opportunities to support operational colleagues in understanding risks and issues, highlighting trends for escalation and intervention by operational managers. You will own the creation and maintenance of the SPPA Quality Management System, supporting all pensions, data, and payroll operational areas in identifying, quantifying, and resolving errors, over/underpayments, and potential fraud within a highly regulated and complex arena. You will ensure the efficient and effective quality and complaint monitoring are subject to systemic root cause analysis through undertaking ‘lessons learned’ and instigating Incident Management Protocols in line with Policy objectives, Risk parameters, Audit preparedness, and overarching Governance requirements. Responsibilities Lead SPPA efforts in building and maintaining a Quality Management System to document and strengthen efforts to avoid fraud loss and error waste. Oversee and lead quality assurance and customer complaint reviews to identify focal areas for improvement and remediation, through actionable data informed by robust root cause analysis. Set and maintain a calendar of regular internal checks of all pensions administration, using thematic reviews to provide annual assurance of operational processes and controls. Identify, investigate, and present both emergent and escalating risks and issues for resolution by operational and Business Transformation colleagues. Presentation of quality and customer care activity for the assurances of Executive Team and a broad array of stakeholders across pension, advisory, and management boards and regulators. Line management of teams dealing with complaints resolution and quality assurance. Responsibilities Qualifications Educated to Degree level in a relevant Quality Management subject. Success Profile Success profiles are specific to each job and they include the mix of skills, experience and behaviours candidates will be assessed on. Technical / Professional Skills: Data and Insight - Expert You should be able to operate at the specified level against the above technical element. You can find out more about the technical skill along with what it looks like to operate at the required level here. Experience: Evidence of leading reviews of operational processes covering both internal departments and external subcontractors within a financial services setting. Behaviours: Making Effective Decisions - Level 4 Communicating & Influencing - Level 4 Seeing the Big Picture - Level 4 Managing a Quality Service - Level 4 You can find out more about Success Profiles Behaviours, here: Behaviour levels - Success profiles: candidate guide - gov.scot How to apply Apply online, providing a CV and Supporting Statement (of no more than 750 words) which provides evidence of how you meet the skills, experience and behaviours listed in the Success Profile above. If invited for further assessment, this will consist of an interview and job related simulation. Assessments are scheduled for w/c 12th May however this may be subject to change. Interview and assessment are expected to take place in person on site at SPPA, 7 Tweedside Park, Tweedbank, Galashiels, TD1 3TE. Qualifications About Us The Scottish Public Pensions Agency is an Agency of the Scottish Government. Our principal role is to administer the pensions for employees in the National Health Service, Teachers’, Police and Fire-fighters’ pension schemes in Scotland for over 500,000 key workers. The Agency administers these public service pension schemes on behalf of Scottish Ministers with an annual pension spend to over 200,000 pensioners to the value of more than £2.5 billion. SPPA Careers | SPPA (pensions.gov.scot ) Civil Service Nationality Rules Working Pattern Our standard hours are 35 hours per week. We offer a range of flexible and hybrid working options, with two days minimum working on site at SPPA. If you have specific questions about the role you are applying for, please contact us. Equality Statement We are committed to equality and inclusion and we aim to recruit a diverse workforce that reflects the population of our nation. Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them. Further information Find out more about our organisation, what we offer staff members and how to apply on our Careers Website. Read our Candidate Guide for further information on our recruitment and application processes. For further information on this post please contact Christopher Nairns by email at christopher.nairnsgov.scot Apply before: April 29th (23:59)