Quality Assurance Manager - OMIU job at Old Mutual

JOB PURPOSE

The Quality Assurance Manager oversees a centralized QA function, ensuring operations meet quality, regulatory, and customer standards. The role drives continuous improvement, supervises QA and AML functions, and provides insights on risks, compliance, and operational performance.

KEY RESPONSIBILITIES

Enterprise Quality Governance and Framework Development (25%)

• Design and implement a company-wide Quality Assurance Framework covering all operational and support processes across OMIU.
• Establish standardized quality review methodologies, checklists, quality scorecards, and performance standards across all departments.
• Develop and maintain the Quality Assurance Plan aligned with operational priorities, regulatory requirements, and key business risks.
• Implement centralized quality governance, ensuring consistency in quality monitoring and reporting across all departments.
• Define and maintain quality standards, operational benchmarks, and service delivery expectations across the organization.
• Develop and maintain enterprise-wide quality dashboards and reporting mechanisms for management oversight.
• Ensure alignment between QA processes, internal control frameworks, risk management frameworks, and compliance requirements.
• Support the embedding of a culture of operational discipline, quality management, and continuous improvement across the organization.

Operational Quality Monitoring and Assurance (30%)

• Conduct structured quality reviews of operational and support activities across all departments including Operations, Finance, Human Capital, IT, Procurement, Customer Experience, Sales and Distribution, and Administration.
• Monitor adherence to internal policies, manuals, standard operating procedures (SOPs), service standards, and regulatory requirements.
• Identify operational weaknesses, control gaps, inefficiencies, and process breakdowns across business processes.
• Evaluate the effectiveness of internal operational controls and governance practices and recommend improvements where gaps exist.
• Provide independent assurance on the quality, consistency, and reliability of operational outputs across the organization.
• Track and report quality trends, recurring issues, operational risks, and systemic process failures.
• Assess the quality of customer interactions and service delivery across distribution and service channels.
• Monitor the quality of internal processes supporting financial management, HR administration, IT service delivery, procurement, and operational support services.

Anti-Money Laundering (AML) Oversight and Compliance (15%)

• Provide oversight and supervision of the Anti-Money Laundering (AML) Officer in executing AML/CFT responsibilities.
• Ensure that AML compliance controls are effectively embedded across all company processes and operational workflows.
• Monitor the adequacy of AML policies, procedures, controls, and monitoring mechanisms in accordance with regulatory requirements in Uganda.
• Support the implementation of AML risk assessments and control reviews across business processes, including customer onboarding, claims payments, premium collection, and financial transactions.
• Review AML monitoring reports and escalate material AML risks, control weaknesses, or regulatory concerns to management.
• Promote awareness and adherence to AML compliance requirements across the organization.
• Ensure coordination between Operations, Risk, Compliance, and relevant stakeholders on AML governance matters.

Quality Improvement and Process Optimization (15%)

• Drive continuous improvement initiatives aimed at strengthening operational efficiency, service quality, and process reliability.
• Analyze quality review findings to identify root causes of operational errors, service failures, or inefficiencies.
• Collaborate with business units to develop corrective action plans and operational improvements.
• Promote process standardization, automation, and digital solutions to improve operational quality and control effectiveness.
• Support departments in redesigning processes to enhance customer experience, operational resilience, and regulatory compliance.
• Monitor implementation of agreed corrective actions and ensure timely closure of identified quality issues.

Oversight of Quality Assurance Officers (10%)

• Provide leadership, coordination, and oversight to Quality Assurance Officers across the organization.
• Coordinate the centralized QA review program, ensuring consistent application of quality standards across departments.
• Ensure QA Officers conduct reviews objectively, independently, and professionally.
• Review QA findings and consolidate insights into enterprise-level quality assurance reports for management.
• Support the development of QA staff through training, mentoring, and structured performance management.

Reporting, Governance and Stakeholder Engagement (5%)

• Prepare periodic quality assurance reports and dashboards for Senior Management and relevant governance committees.
• Highlight key operational quality risks, emerging issues, and systemic process weaknesses requiring management attention.
• Engage with business leaders to promote accountability for quality outcomes and process improvement initiatives.
• Support management in strengthening customer outcomes, operational integrity, and regulatory compliance.
• Coordinate with Risk, Compliance, Internal Audit, and other assurance functions to ensure alignment and avoid duplication of assurance activities.

3. KNOWLEDGE AND EXPERIENCE

Qualifications

• Bachelor’s degree in business administration, Insurance, Finance, Accounting, Risk Management, Law, or related field.
• Professional certifications in Insurance, Quality Assurance, Risk Management, Compliance, or Audit are an added advantage.

Experience

• Minimum 5 years of experience in insurance operations, operational assurance, quality assurance, risk management, compliance, or internal audit.
• Demonstrated experience reviewing enterprise business processes across multiple departments.
• Experience implementing process improvement initiatives and operational control frameworks.
• Experience supervising teams or managing cross-functional initiatives.
• Strong understanding of AML compliance requirements and regulatory expectations within financial services.

4. SKILLS AND COMPETENCIES

Technical Competencies

• Enterprise operational quality assurance methodologies
• Process review and internal control evaluation
• Enterprise risk awareness and regulatory compliance
• Data analysis and operational performance monitoring
• Root cause analysis and process improvement
• Quality management frameworks and continuous improvement
• AML compliance awareness and operational risk controls
• Reporting, dashboards, and management insights

Skills

• Compliance Requirements, Controls Compliance, Legal Practices, Operational Integrity, Policies & Procedures, Regulatory Compliance, Regulatory Compliance Management

Competencies

• Communicates Effectively
• Courage
• Directs Work
• Ensures Accountability
• Instills Trust
• Manages Complexity
• Optimizes Work Processes
• Persuades

Education

• Bachelors Degree (B): Business Administration (Required), Bachelors Degree (B): Insurance And Risk Management

• Design and implement a company-wide Quality Assurance Framework covering all operational and support processes across OMIU.
• Establish standardized quality review methodologies, checklists, quality scorecards, and performance standards across all departments.
• Develop and maintain the Quality Assurance Plan aligned with operational priorities, regulatory requirements, and key business risks.
• Implement centralized quality governance, ensuring consistency in quality monitoring and reporting across all departments.
• Define and maintain quality standards, operational benchmarks, and service delivery expectations across the organization.
• Develop and maintain enterprise-wide quality dashboards and reporting mechanisms for management oversight.
• Ensure alignment between QA processes, internal control frameworks, risk management frameworks, and compliance requirements.
• Support the embedding of a culture of operational discipline, quality management, and continuous improvement across the organization.
• Conduct structured quality reviews of operational and support activities across all departments including Operations, Finance, Human Capital, IT, Procurement, Customer Experience, Sales and Distribution, and Administration.
• Monitor adherence to internal policies, manuals, standard operating procedures (SOPs), service standards, and regulatory requirements.
• Identify operational weaknesses, control gaps, inefficiencies, and process breakdowns across business processes.
• Evaluate the effectiveness of internal operational controls and governance practices and recommend improvements where gaps exist.
• Provide independent assurance on the quality, consistency, and reliability of operational outputs across the organization.
• Track and report quality trends, recurring issues, operational risks, and systemic process failures.
• Assess the quality of customer interactions and service delivery across distribution and service channels.
• Monitor the quality of internal processes supporting financial management, HR administration, IT service delivery, procurement, and operational support services.
• Provide oversight and supervision of the Anti-Money Laundering (AML) Officer in executing AML/CFT responsibilities.
• Ensure that AML compliance controls are effectively embedded across all company processes and operational workflows.
• Monitor the adequacy of AML policies, procedures, controls, and monitoring mechanisms in accordance with regulatory requirements in Uganda.
• Support the implementation of AML risk assessments and control reviews across business processes, including customer onboarding, claims payments, premium collection, and financial transactions.
• Review AML monitoring reports and escalate material AML risks, control weaknesses, or regulatory concerns to management.
• Promote awareness and adherence to AML compliance requirements across the organization.
• Ensure coordination between Operations, Risk, Compliance, and relevant stakeholders on AML governance matters.
• Drive continuous improvement initiatives aimed at strengthening operational efficiency, service quality, and process reliability.
• Analyze quality review findings to identify root causes of operational errors, service failures, or inefficiencies.
• Collaborate with business units to develop corrective action plans and operational improvements.
• Promote process standardization, automation, and digital solutions to improve operational quality and control effectiveness.
• Support departments in redesigning processes to enhance customer experience, operational resilience, and regulatory compliance.
• Monitor implementation of agreed corrective actions and ensure timely closure of identified quality issues.
• Provide leadership, coordination, and oversight to Quality Assurance Officers across the organization.
• Coordinate the centralized QA review program, ensuring consistent application of quality standards across departments.
• Ensure QA Officers conduct reviews objectively, independently, and professionally.
• Review QA findings and consolidate insights into enterprise-level quality assurance reports for management.
• Support the development of QA staff through training, mentoring, and structured performance management.
• Prepare periodic quality assurance reports and dashboards for Senior Management and relevant governance committees.
• Highlight key operational quality risks, emerging issues, and systemic process weaknesses requiring management attention.
• Engage with business leaders to promote accountability for quality outcomes and process improvement initiatives.
• Support management in strengthening customer outcomes, operational integrity, and regulatory compliance.
• Coordinate with Risk, Compliance, Internal Audit, and other assurance functions to ensure alignment and avoid duplication of assurance activities.

• Compliance Requirements
• Controls Compliance
• Legal Practices
• Operational Integrity
• Policies & Procedures
• Regulatory Compliance
• Regulatory Compliance Management
• Enterprise operational quality assurance methodologies
• Process review and internal control evaluation
• Enterprise risk awareness and regulatory compliance
• Data analysis and operational performance monitoring
• Root cause analysis and process improvement
• Quality management frameworks and continuous improvement
• AML compliance awareness and operational risk controls
• Reporting, dashboards, and management insights

• Bachelor’s degree in business administration, Insurance, Finance, Accounting, Risk Management, Law, or related field.
• Professional certifications in Insurance, Quality Assurance, Risk Management, Compliance, or Audit are an added advantage.
• Minimum 5 years of experience in insurance operations, operational assurance, quality assurance, risk management, compliance, or internal audit.
• Demonstrated experience reviewing enterprise business processes across multiple departments.
• Experience implementing process improvement initiatives and operational control frameworks.
• Experience supervising teams or managing cross-functional initiatives.
• Strong understanding of AML compliance requirements and regulatory expectations within financial services.